The AI reply agent now tells you when it hands a chat to a person
When the agent steps back from a conversation, the chat is marked unread and your team gets a Telegram alert with the reason and a link.
The AI reply agent is built to stop when it should. Until now, when it did stop, the only sign was a small "Passed to manager" badge. If nobody had the chat open, nobody knew a lead was waiting.
Now a handoff tells a person.
What happens at a handoff
When a rule you switched on fires, the agent sets the chat to MANUAL and cancels any reply it had queued. Then it does two more things:
- Marks the chat unread. It shows in bold in the list and counts in the Unread filter. It clears when someone opens it.
- Sends a Telegram alert. The message has the chat name, the reason and a link to the inbox. For example: the lead's sentiment reached your threshold, a keyword you set appeared in their message, or the draft's confidence was at or below your gate.
The alert goes to the Telegram chat connected under "Escalate to Telegram" in the agent settings. You do not need to have turned on escalation questions for it to work.
A note in the conversation also records why the agent stepped back.
What triggers a handoff
You choose the rules in the agent settings:
- the lead's sentiment at or below a level you pick
- the draft's confidence at or below a gate you pick
- trigger keywords such as "price" or "call me"
- a maximum number of failed regenerations
A rule that is not switched on never fires. The agent also steps back when a draft fails its content safety check.
Limits
- The alert needs a Telegram bot connected for your workspace. Without one, the chat is still marked unread and the note is still added, but no message is sent.
- No alert goes out for a contact who opted out or is on your suppression list. There is nothing for a manager to send.
- When you regenerate a draft yourself and it fails repeatedly, you get no alert. You are already on that chat.
- The agent runs on your own AI key (OpenAI or Anthropic), added by a workspace admin. It answers messages that leads send you. It does not start conversations.
How to try it
Open the demo mission "Switch a chat to AUTO". You will see the agent queue a reply on its own and the controls to cancel or send it. The demo does not send Telegram alerts.