Human handover and alerts

What it's for

The AI is efficient, but some situations deserve a human: an unhappy customer, a sensitive request, a complaint. Madyis Hub lets you define when the AI should step aside in favour of a team member, and who to notify. Everything is set in the agent's Rules & Alerts tab.

Human handover via keywords

You define keywords that, as soon as they appear in a customer's message, pause the AI on that conversation. A human can then take over without the AI continuing to answer.

Example keywords: "lawyer", "refund", "cancel", "talk to a human".

1. Open your agent in AI Agents.
2. Go to the Rules & Alerts tab.
3. Add a handover rule and enter your keywords.
4. Save.

Alerts: notify the right agent

An alert does not necessarily pause the AI: it notifies a specific agent so they can take a look. Handy to make sure an important topic doesn't slip past anyone.

1. Still in the Rules & Alerts tab, add an alert.
2. Set the trigger condition.
3. Choose the agent to notify.
4. Save. The chosen agent will receive a notification (bell, email and real-time notification).

Pausing the AI on a single conversation

You can also take over manually on any conversation, with no keyword.

1. Open the relevant conversation.
2. In the header, use the AI on / AI paused toggle (or the "Take over" option in the actions menu).
3. The AI stops answering on that conversation; turn it back on whenever you want.

💡 Tip — Combine both: an "urgent" keyword that pauses the AI, plus an alert to your manager. You never miss an important request.