While AI handles most inquiries effortlessly, some situations require human assistance or manager authorization.

Mermaid

graph LR
    A[Customer requests human] --> B[Human Handoff Node]
    B -->|Pause bot| C[Agent replies in CRM]
    C -->|Optional: Resume| D[Bot resumes flow]

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1. Human Handoff Node

Pauses the automated flow and routes the conversation to your human team's inbox inside the Convoflow CRM.

Designer Settings:

messagestringoptional

Message sent to the user before transferring (e.g., Transferring you to an advisor, please hold on...).

notifyChannelenumdefault: none

Channel to notify your team: slack, email, whatsapp, or none.

notifyTargetstringoptional

Notification destination (e.g. #urgent-support, support@company.com).

resumeOnReplybooleandefault: false

If enabled, the flow resumes automatically when the human agent replies in the CRM.

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2. Approval Node

Pauses the flow until a manager or role approves or denies a sensitive action (e.g. issuing a refund or custom discount).

Canvas Branches:

• Approved (approved): Path followed if the manager approves.
• Rejected (rejected): Path followed if the manager declines.

approvalRolestringdefault: manager

Target role required for approval (e.g. supervisor, sales_lead).

promptstringoptional

Question shown to the manager (e.g., Do you approve a {discount_amount} discount for {user_name}?).

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3. Assign Role

Assigns the conversation to a specific department or role in the CRM (e.g., sales, support, billing).

rolestringrequired

The name of the role (e.g., sales, tier2_support).