How Do I Set Up Handoffs?

Handoffs in Propel automatically CC team members on emails when the AI agent needs human assistance. This ensures important conversations get human attention without stopping automation. This guide explains how to set up handoffs and use them effectively.

What Are Handoffs?

Handoffs automatically involve team members in conversations when specific conditions are met. When a handoff occurs:

• Team members are CC'd on the AI's response email
• Original email flow continues - Automation doesn't stop
• Team members can take over if needed
• Conversation remains visible to all involved parties

Use Case Examples:

• Property Management: CC leasing manager on high-value rental inquiries
• Real Estate: Involve sales agents on buyer leads for luxury properties
• Short-Term Rentals: CC property manager on booking inquiries for long stays
• Commercial Real Estate: Route complex deals to specialized team members

Why Use Handoffs?

Handoffs provide several benefits:

Maintain Automation

• Keep AI responding while team members are aware
• Don't stop automation when human help is needed
• Balance automation and human oversight

Team Collaboration

• Keep team informed of important conversations
• Enable seamless handoff from AI to human
• Maintain visibility across team members

Quality Control

• Human oversight without stopping automation
• Team can intervene when needed
• Maintain control over important conversations

Coverage

• Backup support for important prospects
• Ensure nothing falls through cracks
• Distribute workload across team

How Handoffs Work

The Handoff Process

When a handoff is triggered:

1. AI generates response - Propel creates an appropriate response
2. Handoff condition met - Rule or capability triggers handoff
3. Team members CC'd - Default handoff agents are added to email
4. Response sent - Email sent to prospect with team members CC'd
5. Team can respond - CC'd team members can reply directly

Handoff Triggers

Handoffs can be triggered by:

• Disabled capabilities - When booking or research is disabled
• Handoff rules - Rules that specify when to hand off
• Complex situations - When AI determines human help is needed
• Manual triggers - When specific conditions are met

Handoff vs Approval

Handoffs and approvals work differently:

• Handoffs - CC team members, response still sends automatically
• Approvals - Require review before sending, response waits for approval

You can use both together:

• Approve response - Review before sending
• CC team members - Keep team informed via handoff

Enabling Handoffs in Mailbox Settings

Before you can use handoffs, you need to enable them for your mailbox.

Step 1: Navigate to Mailbox Settings

1. Go to Settings > Mailboxes
2. Click the mailbox you want to configure
3. You'll see the mailbox detail page

Step 2: Enable Handoffs

1. Scroll to the "Handoffs" section
2. Toggle "Enable Handoffs" to ON
3. The handoff settings will appear

Step 3: Configure Default Handoff Agents

1. In "Default handoff agents", enter comma-separated email addresses
2. Example: agent1@example.com, agent2@example.com
3. These team members will be CC'd when handoffs occur

Note: Handoff agents must be team members with access to your Propel organization.

Step 4: Save Changes

Click "Save Changes" at the bottom of the Handoffs section.

Default: Handoffs are disabled by default for new mailboxes.

When Handoffs Occur

Automatic Handoffs

Handoffs occur automatically when:

Disabled Capabilities

• Booking disabled - Booking requests trigger handoffs
• Research disabled - Research requests trigger handoffs
• Both disabled - All capability requests trigger handoffs

Example: If booking is disabled and a prospect requests a tour, the AI responds that booking requires human assistance and CC's the default handoff agents.

Handoff Rules

Rules can specify when to hand off:

Example rule:

When a prospect inquires about a property priced over $3000/month, respond with property details and hand off to the leasing manager.

Complex Situations

AI may trigger handoffs when:

• Information gap - Missing information needed to respond
• Scope complexity - Request is too complex for AI
• Authorization needed - Requires human decision-making
• System limitation - AI cannot handle the request

Manual Handoffs

You can also trigger handoffs manually through:

• Rules - Create rules that specify handoff conditions
• Approval workflows - Combine approvals with handoffs
• Custom workflows - Complex handoff scenarios

Creating Handoff Rules

While default handoff agents handle automatic handoffs, you can create rules for more specific handoff scenarios.

When to Create Handoff Rules

Create handoff rules when you want handoffs for:

• High-value properties - Properties above a certain price threshold
• Specific keywords - Conversations containing certain terms
• Lead sources - Inquiries from specific sources
• Property types - Certain property categories
• Complex scenarios - Situations requiring specialized expertise

Creating Handoff Rules

1. Go to Settings > Rules
2. Click "Create Rule" or "New Rule"
3. Write a rule that includes handoff instructions

Example rule:

When a prospect inquires about a commercial property, respond with property information and hand off to the commercial real estate team.

Handoff Rule Examples

Property Management Example

For rental inquiries about properties over $2500/month:
- Respond with property details and tour availability
- Hand off to the leasing manager
- CC the property owner if the prospect mentions "corporate housing"

Real Estate Example

For buyer leads inquiring about properties over $500k:
- Respond with property information and showing availability
- Hand off to the senior sales agent
- CC the sales manager for properties over $1M

Short-Term Rental Example

For booking inquiries for stays over 30 days:
- Respond with availability and pricing
- Hand off to the property manager
- Require approval before confirming long stays

Handoff Best Practices

Start with Default Handoff Agents

When first setting up:

1. Enable handoffs in mailbox settings
2. Set default agents - Team members who should be aware of conversations
3. Monitor handoff frequency - See how often handoffs occur
4. Refine with rules - Add specific handoff rules as needed

Use Appropriate Handoff Agents

Choose handoff agents based on:

• Expertise - Match agents to conversation type
• Availability - Ensure agents can respond when needed
• Workload - Don't overload specific team members
• Coverage - Include backup agents for coverage

Combine with Other Features

Handoffs work well with:

• Approvals - Review responses while CC'ing team members
• Capabilities - Route requests when capabilities are disabled
• Rules - Create specific handoff scenarios
• Response rules - Control when to respond and hand off

Monitor Handoff Patterns

Regularly review:

• Handoff frequency - How often handoffs occur
• Handoff reasons - Why handoffs are triggered
• Agent workload - Are agents being CC'd too often?
• Response quality - Are handoffs improving outcomes?

Avoid Over-Handoff

To prevent too many handoffs:

• Be selective - Only hand off when truly needed
• Use rules - Create specific handoff conditions
• Review patterns - Identify unnecessary handoffs
• Adjust settings - Refine handoff triggers

Common Handoff Scenarios

Scenario 1: High-Value Property Inquiries

Setup:

• Enable handoffs in mailbox settings
• Set default agents: Leasing manager and supervisor
• Create rule: "Hand off to leasing manager for properties over $3000/month"

Workflow:

• Prospect inquires about high-value property
• AI generates response with property details
• Leasing manager is CC'd on response
• Manager can follow up directly if needed

Scenario 2: Disabled Capabilities

Setup:

• Disable booking capability
• Enable handoffs
• Set default agents: Property manager

Workflow:

• Prospect requests tour
• AI responds that booking requires human assistance
• Property manager is CC'd
• Manager can schedule tour directly

Scenario 3: Complex Situations

Setup:

• Enable handoffs
• Set default agents: Team lead
• Create rule: "Hand off when prospect mentions 'legal' or 'contract'"

Workflow:

• Prospect mentions legal question
• AI recognizes complexity
• Team lead is CC'd
• Lead can provide specialized assistance

Troubleshooting Handoffs

Handoffs Not Occurring

If handoffs aren't happening:

1. Check handoffs enabled - Verify handoffs are enabled in mailbox settings
2. Verify handoff agents - Ensure agents are configured correctly
3. Review handoff conditions - Check if conditions are being met
4. Check team member access - Verify handoff agents have organization access
5. Review activity log - Check if handoffs were attempted

Too Many Handoffs

If you're getting too many handoffs:

1. Review handoff triggers - Check what's causing handoffs
2. Refine handoff rules - Make conditions more specific
3. Enable capabilities - Consider enabling booking/research if appropriate
4. Adjust default agents - Reduce number of default CC'd agents

Handoff Agents Not Receiving Emails

If agents aren't getting CC'd:

1. Verify agent emails - Ensure emails are correct
2. Check spam folders - Handoff emails might be filtered
3. Verify team access - Agents must have organization access
4. Check email provider - Ensure email delivery is working

Need More Granular Control

If you need more control:

1. Create specific rules - Rules can specify exact handoff scenarios
2. Use multiple mailboxes - Different mailboxes for different handoff needs
3. Combine with approvals - Use approvals for review, handoffs for awareness
4. Contact support - Discuss advanced handoff configuration

Handoff Workflow Examples

Example 1: Gradual Handoff Implementation

Week 1:

• Enable handoffs with default agents
• Monitor handoff frequency
• Understand when handoffs occur

Week 2:

• Create specific handoff rules
• Refine default agents
• Optimize handoff triggers

Week 3+:

• Fine-tune handoff configuration
• Monitor and adjust as needed
• Build efficient handoff workflows

Example 2: Role-Based Handoffs

Setup:

• Leasing manager for rental inquiries
• Sales agent for buyer leads
• Property manager for maintenance issues
• Team lead for complex situations

Workflow:

• Different handoff agents for different scenarios
• Clear routing based on conversation type
• Efficient team collaboration

Next Steps

Now that you understand handoffs:

• Configure mailbox settings to enable handoffs
• Create handoff rules for specific scenarios
• Set up agent capabilities to control when handoffs occur
• Configure approvals to combine with handoffs

Related Articles

• Configuring Mailbox Settings - Enable handoffs and configure agents
• Creating Your First Rule - Create rules with handoff conditions
• Agent Capabilities: Booking and Research - Control when handoffs occur via capabilities
• Approval Workflows - Combine approvals with handoffs
• Setting Up Your Team - Add team members for handoffs