GoHighLevel Conversation AI Human Handover Guide

In this step-by-step guide, you will learn how to configure Conversation AI Human Handover actions inside GoHighLevel workflows. If you are familiar with tools like ClickUp for organizing processes, this tutorial will feel straightforward, as it breaks down each step needed to move a chat from AI to a human agent using clear triggers and assignment options.

The tutorial below is based on the official GoHighLevel documentation and focuses on setting up, customizing, and testing the Human Handover action used by Conversation AI.

What Is the Conversation AI Human Handover in GoHighLevel?

The Conversation AI Human Handover action in GoHighLevel is a workflow step that stops the AI from replying and transfers the conversation to a human team member. It is essential when you want an automated chat to escalate to a live agent once certain conditions are met.

When the handover action runs, the AI will no longer respond in that conversation. From that point, only human agents will handle replies until the chat is resolved or closed.

Prerequisites Before Using GoHighLevel Conversation AI Handover

Before setting up the Human Handover action, make sure your GoHighLevel account and related settings are ready:

• Access to a GoHighLevel sub-account with workflows enabled.
• Conversation AI feature activated in your sub-account.
• At least one user set up to receive conversations (such as an owner, admin, or team member).
• Basic familiarity with building and editing workflows in GoHighLevel.

Once these items are ready, you can configure the Human Handover action inside your workflows.

How to Add the Conversation AI Human Handover Action in GoHighLevel

Follow these steps to insert the Human Handover action into a workflow in GoHighLevel:

1. Open your GoHighLevel dashboard and navigate to the appropriate sub-account.

2. Go to the Automation or Workflows section.

3. Create a new workflow or open an existing workflow where Conversation AI is being used.

4. In the workflow editor, click the plus (+) icon to add a new action.

5. Search for or select the Conversation AI: Human Handover action from the action list.

6. Place the action at the point in your workflow where you want the AI to stop responding and a human to take over.

After inserting the action, you can configure how and when the handover happens using the available settings.

Configuring GoHighLevel Conversation AI Human Handover Settings

The Human Handover action in GoHighLevel provides several fields to fine-tune how conversations are transferred from the AI to human agents.

GoHighLevel Conversation AI Handover Trigger Conditions

The handover action can be used in workflows that begin with Conversation AI triggers, such as:

• New inbound messages that are responded to by Conversation AI.
• Ongoing AI-managed conversations where specific conditions are met.
• Conversations that reach a point where escalation rules apply.

By placing the Human Handover action after certain filters, you can ensure only qualified situations are passed to human agents.

GoHighLevel Human Handover Assignment Options

Within the Human Handover action in GoHighLevel, you can choose how the conversation is assigned. Common options include:

• Assign to a specific user: Select a particular user, such as a sales rep or support agent, to receive the conversation.
• Assign to a user role: Route the conversation to a role-based group, such as admins or sales agents, depending on your setup.
• Assign using round-robin or similar rules: Use your existing conversation routing rules to distribute chats evenly among available team members.

Exact assignment options will depend on how users and permissions are configured in your GoHighLevel sub-account.

Optional Settings in the GoHighLevel Human Handover Action

Depending on the configuration available in your account, the Human Handover action may include additional settings such as:

• Defining the source or channel (e.g., SMS, email, social messaging) that triggered the conversation.
• Adding internal notes that appear in the conversation to guide human agents.
• Tagging the contact or conversation for reporting and segmentation.
• Controlling notifications sent to assigned team members when the handover occurs.

Use these options to make sure the human agent understands the context the AI handled before the transfer.

How the GoHighLevel Conversation AI Stops Responding

Once the Conversation AI Human Handover action runs:

• The AI will no longer send replies in that specific conversation thread.
• All future messages from the contact will go to the assigned human agent.
• The workflow can continue to run additional non-AI actions, depending on how you designed it, but AI responses cease.

This ensures that the customer is not confused by both AI and human answers at the same time.

Best Practices for GoHighLevel Conversation AI Human Handover

To get the most benefit from the Human Handover feature in GoHighLevel, consider these recommendations:

• Use clear escalation rules: Decide exactly when AI should hand a conversation to a human, such as when the user asks for a live agent or uses certain keywords.
• Tag and note conversations: Add tags or internal notes in the workflow before the handover so human agents see what happened earlier.
• Train your team: Make sure your agents know how conversations arrive from Conversation AI and where to respond.
• Monitor performance: Track how often handovers occur, response times after handover, and final outcomes.
• Refine AI prompts: If too many conversations are escalated, adjust your AI prompts or flows so it can handle more scenarios without human intervention.

Testing the GoHighLevel Conversation AI Human Handover

After setting up the Human Handover action, test it thoroughly inside GoHighLevel:

1. Trigger a conversation that is handled by Conversation AI (for example, send a test SMS or message from a test contact).

2. Interact with the AI until the workflow reaches the Human Handover action.

3. Confirm that the AI stops responding after the handover point.

4. Verify that the conversation is assigned to the correct user or team.

5. Ensure that any internal notes, tags, or notifications are applied correctly.

If anything does not behave as expected, review your workflow logic and the configuration of the Human Handover action, then retest.

Official GoHighLevel Documentation and Further Help

This article is based on the official GoHighLevel Conversation AI Human Handover documentation. For the most current interface details and updates, always refer to the original help article at GoHighLevel Conversation AI Human Handover Action.

If you are implementing GoHighLevel across multiple brands or need advanced workflow strategies, you can also explore expert implementation resources at Consultevo for additional guidance.

Summary: Using GoHighLevel Conversation AI Human Handover

The Conversation AI Human Handover action in GoHighLevel allows you to define exactly when an AI-driven conversation should be passed to a live agent. By inserting this action into your workflows, selecting appropriate assignment options, and documenting the context with notes and tags, you can create a smooth, professional transition from automation to human support.

Use this setup to balance efficiency and personal service, ensuring your GoHighLevel Conversation AI only handles what it should and escalates the rest to your team at the right moment.

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