> ## Documentation Index
> Fetch the complete documentation index at: https://help.wotnot.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Talk to human

> Transfers a chat from the bot to a human agent.

> [!NOTE]
>
> Available in the **PREMIUM** plan and above

![Image](https://mintcdn.com/wotnot/9dFb9jDqAX6_tYFX/images/image-319.png?fit=max\&auto=format\&n=9dFb9jDqAX6_tYFX\&q=85\&s=1102397213ced99f07f5ccb60bd8be98)

The Talk to human block is used when you want the chatbot to handover the conversation to a human agent. When a chat is handed off, it follows the assignment rules you define in the flow. After the transfer, the chatbot steps back and the conversation is managed by the assigned agent.

> [!NOTE]
>
> Human handover is available on the **Premium plan and above**. Live chat must also be enabled for agents to receive and manage handed-over conversations.\
> See [Plans](https://wotnot.io/pricing) for plan availability.

# **Using the Talk to human block**

Add the **Talk to human** block to your bot flow wherever you want the conversation to be transferred to a human agent.

When the block runs, the conversation is assigned according to the rules you configured. Once an agent takes over, the bot stops responding and the conversation is managed through Live chat.

![Image](https://mintcdn.com/wotnot/9dFb9jDqAX6_tYFX/images/image-320.png?fit=max\&auto=format\&n=9dFb9jDqAX6_tYFX\&q=85\&s=138aaf975742281e91968683a7211f07)

# Configurations

### Assignment rules

Conversations will be assigned to agents/teams in the following order of assignment rules. Assignment rules can be of two types: Static/Dynamic.

#### Static Assignment

Choose who should receive the conversation.

* **A specific agent** — Send the conversation directly to a selected agent.
* **A team** — Route the conversation to a team so an available team member can handle it.
* **Wait time** — If the assigned agent does not reply to a conversation within the wait time, the next assignment rule will be invoked.

![Image](https://mintcdn.com/wotnot/9dFb9jDqAX6_tYFX/images/image-341.png?fit=max\&auto=format\&n=9dFb9jDqAX6_tYFX\&q=85\&s=34386220d27bd3bd12ca8e4841ea0de6)

* Conversation will be assigned to the team/teammate in a round-robin manner.

#### Dynamic Assignment

In the **Talk to human** block, **Dynamic assignment** means WotNot can decide **which team or agent should receive the conversation at runtime**, based on a value collected or generated during the conversation.

For example, instead of always assigning a conversation to the same team, you can use a variable:

* `{{department}} = "Sales"` → assign to the **Sales** team
* `{{department}} = "Support"` → assign to the **Support** team

![Image](https://mintcdn.com/wotnot/9dFb9jDqAX6_tYFX/images/image-342.png?fit=max\&auto=format\&n=9dFb9jDqAX6_tYFX\&q=85\&s=128f15cce4d910c89fd3ba78f97a7321)

Simply pass the agent’s email via an API call, store it in a variable, and choose that variable in the dropdown. Make sure that the email used belongs to an active user on your WotNot account.

> [!NOTE]
>
> Generally, it is best practice to have multiple assignment rules like:
>
> 1. Assign to support reps
> 2. Assign to Support manager

### Advanced Settings

Following messages are sent to the visitor when a success/failure scenario occurs during human handover.

You can set the message by yourself.

Define the default messages shown to the user for the following events:

* **Chat is assigned to agent** — chat gets assigned to an available agent.
* **Chat is unassigned** — chat gets unassigned as the assigned agents did not reply within the defined wait time.
* **No agent is available** — no agents are available to take up the chat i.e. all agents have max chats assigned to them.
* **Beyond operational hours** — chat transfer request is received outside of business hours.

# Output Path

The Talk to human block can route the conversation based on the outcome of the handover:

* **Agent connected** — A human agent successfully receives the conversation and takes over from the bot.
* **No agent available** — No eligible agent is available to receive the conversation, so the configured fallback behaviour is triggered.
* **Outside business hours** — The handover request occurs outside the configured operational hours and follows the corresponding failure behaviour.

Use these paths to define what your bot should do when a human handover succeeds or cannot be completed.

The Talk to human block can route the conversation based on the result of the handoff.


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