Human support & handoff

Some conversations need a person. bmai lets a user reach a human, and lets a member of your team step into the same conversation — no re-explaining, no new channel. The assistant and your team share one thread.

How a user asks for a human

Your user simply says so. When they ask to talk to a person — "can I speak to someone", "get me a human", "I need an agent" — the assistant recognizes the request and raises a handoff, rather than trying to muddle through. The user stays right where they are; nothing hands them off to a separate widget or email.

How your team joins

On your side, an operator inbox collects conversations waiting for a human. A team member opens one, sees the full history the user and the assistant already built, and takes over — replying inline in the same thread. To the user it's seamless: the same conversation, now with a person answering.

When your operator is done, the conversation can return to the assistant — the handoff is a moment in the thread, not a dead end.

Turning it on

Human handoff is opt-in. It's off until you enable it for your tenant, because it depends on your team being ready to answer. When you turn it on (in Governance & model policy), the assistant starts offering the path to a human and your operator inbox goes live. Leave it off and the assistant simply never promises a human it can't deliver.

Honest by design. With handoff off, the assistant won't tell a user "I'll connect you to someone" — it only offers a human when you've actually staffed one. That keeps the promise real.

Next

• Governance & model policy — enable handoff and set who can answer.
• The assistant experience — where the user asks for a human.