AI & Voice Agents
How to Enable Human Handover in GoHighLevel Conversation AI
By Marnix Geerkens. Published 2026-05-22. Updated 2026-06-02.
GoHighLevel Conversation AI can hand a conversation to a human when the bot gets stuck, the contact asks to speak with someone, or an issue goes unresolved. Three pre-built scenarios cover these situations, each configurable with a trigger condition, assigned team member, final message from the bot, reactivation timer, optional task creation, and contact tags. You can also write custom escalation scenarios beyond the three defaults.
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Summary. GoHighLevel's human handover action inside Conversation AI bot goals lets you define exactly when and how a chat transfers to a real team member. Each scenario includes example trigger phrases, a user assignment, a closing message from the bot, a timer for when the bot resumes, and optional task and tag actions. Up to three pre-built scenarios plus custom ones can be active at once.
Steps
Open the bot's goals in Conversation AI
Go to AI Agents on the left, click Conversation AI, select Agent List, choose your agent, then click Bot Goals and scroll to the Human Handover Action.
Enable a handover scenario
Toggle on Human Requested, Lack of Information, or Failed to Resolve the Issue. Each scenario can be turned on independently.
Configure the scenario details
For each active scenario, assign a user, edit the final bot message, set the reactivation time, and optionally create a task and add a contact tag.
Set up user notifications
In Settings, configure how the assigned user is notified when a conversation lands in their queue: in-app, email, or SMS.
Want the full picture? Read more about GoHighLevel Voice AI and GoHighLevel AI agents.
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Frequently asked questions
Can I add my own escalation scenarios beyond the three defaults?
Yes. A custom scenario field lets you describe any specific trigger condition.
What happens to the bot after a handover?
The bot reactivates after the time period you set, so contacts can ask follow-up questions.
What does 'skip assigning if contact has an assigned user' do?
It skips reassignment when a different team member is already linked to that contact.