Human handoff
When the automation should stop talking and let your team take over.
Automation should handle the obvious 80%. Humans should handle the 20% where nuance, judgment, or empathy matter.
How a conversation reaches a human
There are two ways a conversation moves from automation to your team:
| Way | How it happens |
|---|---|
| Handoff node in the flow | A flow you built ends in a Human Handoff node — usually after a quick-reply button like คุยกับแอดมิน. The automation stops and the conversation lands in Unassigned for your team to pick up. |
| You take it manually | Anyone on the team can open an automation-handled conversation and take it over at any time — including one an AI Expert is answering (marked with an AI badge); the AI stops the moment you do. |
Design your flows so the automation hands off at the natural moment — right after it has answered the obvious question and the buyer wants to talk to a person. See Flow nodes → Human Handoff.
Taking over a conversation
From the conversation header:
- Click Take it to assign yourself. The conversation becomes yours and your avatar shows on the card.
- Click Assign to… to give it to a teammate by name.
- Click Hand back to automation if the buyer was just confused and you've answered their question — the flow resumes if one is still active.
Closing a conversation
Click Close when:
- The buyer has placed an order (Tuku attributes it — see Attribution).
- The buyer has walked away.
- The conversation is irrelevant (spam, mistaken DM).
Closed conversations don't free up MAC — that's counted per month, not per conversation. But closing them keeps your inbox legible.
What automations do after handoff
Once a teammate has taken over, no automation will send any more DMs on that conversation — even if a new trigger would otherwise match — until you Hand back to automation. That's the whole point: a human is in control, and the buyer never gets an automated message mid-conversation with a person.
TikTok only lets you DM a buyer within 48 hours of their last message. Pick up handoffs promptly — once that window closes, you can't reply until they message again.