Hand-Off Node

Available for Pearl Text only.

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 can’t help.

It’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

When it triggers

There are two ways to reach the Hand-Off node. Use either, or both together.

Trigger	How it works	Best for
From a previous node	Connect 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 “Talk to sales” choice.
With a condition	In the When to trigger field, describe in plain language when Pearl should hand off (e.g. “If the client asks to speak to a human.”). 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.

How to configure

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.

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

Field	Description
To	One or more phone numbers to text.
Content	The message to send. Up to 1,000 characters; supports variables.

Field	Description
From	The sender address. Defaults to Pearl’s default email address.
Recipient Emails	One or more recipients. Required.
CC	Optional addresses to copy.
Subject	The email subject. Required.
Content	The email body. Up to 2,000 characters; supports variables.

Field	Description
Name	A label for this call, for your own reference.
URL	The endpoint to call, with the HTTP method (GET, POST, …). Required.
Headers	Optional key/value pairs sent with the request.
Credentials	Enable to include authentication credentials with the request.
Test API	Send a test request to confirm your setup before saving.

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 customer’s name or the conversation reference.

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 customer’s messages and reply directly.

Getting Started

General

Pearl Voice

Pearl Text

Settings

When it triggers

How to configure

Notification channels

Take over the conversation

​When it triggers

​How to configure

Notification channels

​Take over the conversation

When it triggers

How to configure

Take over the conversation