Skip to main content
Available for Pearl Text only.
Hand-Off cover
Hand-Off cover
The Hand-Off node passes the conversation from Pearl to one of your human agents. When it triggers, Pearl stops replying in the chat and the conversation waits for a human to pick it up from the NLPearl platform. What it does: Hands the text conversation from Pearl over to a human agent. When to use: Escalate to a person, route to sales or support, or step in when Pearl canā€™t help.
Itā€™s the text-chat equivalent of transferring a call to a live agent. A hand-off only stops Pearl from replying, it does not close or end the conversation. The customer can keep writing, and their messages wait for you in Human Takeover.
Hand-Off node configuration with the Say field and notification channels

ā€‹
When it triggers

There are two ways to reach the Hand-Off node. Use either, or both together.
TriggerHow it worksBest for
From a previous nodeConnect a transition from any node to the Hand-Off node. The hand-off runs when the flow follows that transition.A fixed step in your flow, e.g. right after a ā€œTalk to salesā€ choice.
With a conditionIn the When to trigger field, describe in plain language when Pearl should hand off (e.g. ā€œIf the client asks to speak to a human.ā€). Pearl evaluates it throughout the conversation. Up to 250 characters.Catching intent that can come up at any point.
Combine both: a fixed transition for the obvious path, and a When to trigger condition to catch everything else.

ā€‹
How to configure

1

Say (optional)

Have Pearl send one last message before it stops replying, for example to let the customer know a human is taking over. Up to 500 characters, and you can insert variables. Leave it empty for a silent hand-off.
2

Notify your team

Alert your team so someone picks the conversation up quickly. Set up notifications across three channels and add up to 3 of each, mix them freely.
Notify when triggered section with SMS, Email, and API channels

Notification channels

FieldDescription
ToOne or more phone numbers to text.
ContentThe message to send. Up to 1,000 characters; supports variables.
Up to 3 notifications per channel, so up to 3 SMS, 3 emails, and 3 API calls. Use the + button to add another within a channel.
Most fields accept variables through the Variable button, the farewell message, SMS and email content, even the API URL, so you can drop in details like the customerā€™s name or the conversation reference.

ā€‹
Take over the conversation

After a hand-off, pick the conversation up yourself from the NLPearl platform. Open Human Takeover, available both during the live chat and after it, to read the customerā€™s messages and reply directly.