Centre d'aide Madyis Hub
en
Language
fr French en English de German es Spanish

Human takeover and keyword alerts

Open in
View as Markdown Open in ChatGPT Open in Claude
Michael

Michael

Last updated on Jun 26, 2026

📍 Where to find it: AI Agents → (your agent) → Rules & Alerts

Two business safeguards: stopping the AI so a human can take over (handoff), and notifying a specific agent when certain keywords appear.

How it works

A handoff rule watches for keywords in the customer's messages: as soon as a keyword appears, the AI pauses on that conversation and a human can take over. An alert rule notifies a chosen team member when a message contains certain keywords, without necessarily stopping the AI.

Step by step

  1. Open the agent, go to the "Rules & Alerts" tab.
  2. For a handoff: name the rule, list the keywords (separated by commas) and click "Add the rule."
  3. For an alert: name the alert, list the keywords, choose the agent to notify and click "Add the alert."

Good to know

  • Use handoff for sensitive topics (e.g. lawyer, dispute, refund).
  • An alert is useful to spot a VIP customer or an urgent message without cutting off the AI.
  • You can also pause the AI manually from a conversation's header.