# Human Handover Playbook for CRM Automation | 121 CRM > Transfer a conversation or workflow to a person with the context, authority and stop controls needed to help. A fictional chat flow hands a pricing exception to Imran with the transcript, customer and requested deadline. This playbook turns that kind of situation into an owned sequence with explicit stop points, exceptions and measures. Use only channels, data and capabilities approved for your setup. ## Human handover: the working sequence Illustrative playbook — names, organisations and activity are fictional. ## Capabilities explained ### Conversations inbox Brings supported connected message threads into a shared operational inbox. **How it works:** Handles an eligible customer interaction through a configured inbox, number or connected channel. **Why a business would use it:** Helps a team see the customer history and coordinate replies from one working view. **Limitations:** Delivery, message types, geographic coverage, approval and charges vary by channel and provider. **Human responsibility:** A person must own sensitive conversations, failed delivery and any situation outside the approved script. ### Tasks Creates assigned, dated and optionally recurring actions against contacts or opportunities. **How it works:** Tracks a potential deal, stage, owner or task using configured pipeline and record rules. **Why a business would use it:** Turns the next step into owned work instead of leaving it inside notes or inboxes. **Limitations:** Pipeline position is only reliable when users and workflows update it consistently. **Human responsibility:** A responsible owner must qualify the deal, choose next actions and resolve stale or disputed status. ### Conditions and branches Routes a record through different configured steps when relevant data or events differ. **How it works:** Runs an ordered sequence only after its configured trigger and conditions are met. **Why a business would use it:** Lets one process handle common variations without pretending every customer is the same. **Limitations:** Automation follows its configuration; it cannot repair poor data, unclear rules or an unavailable external service. **Human responsibility:** A process owner must approve, test, monitor and pause or correct faulty automation. ### Goals and exits Moves or removes records when the configured outcome or stop condition has been met. **How it works:** Runs an ordered sequence only after its configured trigger and conditions are met. **Why a business would use it:** Helps avoid continuing follow-up after the customer has already acted. **Limitations:** Automation follows its configuration; it cannot repair poor data, unclear rules or an unavailable external service. **Human responsibility:** A process owner must approve, test, monitor and pause or correct faulty automation. ## Begin with a valid trigger, enough context and one owner A configured condition identifies that automation should stop or human judgement is needed. Before any automated action, confirm that the event, customer record and communication basis are suitable for this playbook. ### Trigger A configured condition identifies that automation should stop or human judgement is needed. ### Practical scenario A fictional chat flow hands a pricing exception to Imran with the transcript, customer and requested deadline. ### Accountable owner Name the person or queue that accepts the work, monitors exceptions and can stop the sequence. ## Run the human handover playbook step by step Each step should leave evidence a colleague can understand. Timing and channels should follow the customer context rather than a generic high-pressure cadence. ### 1. Recognise the handover point Use explicit triggers such as customer request, low confidence, complaint or commercial exception. ### 2. Stop unsuitable automation Prevent parallel messages while a person reviews the case. ### 3. Package the context Include customer, conversation, actions already taken and the decision needed. ### 4. Assign with an expectation Give a named owner, queue, priority and due time. ### 5. Confirm completion Record the decision and whether automation may resume. ## Stop the normal route when the facts change Exceptions are part of the process, not failures to be hidden. Route them to a person with the authority and context to decide what happens next. ### No owner available Use the agreed cover queue and tell the customer the realistic response time. ### High-risk issue Escalate to the authorised specialist path immediately. ### Automation cannot be stopped Contain the issue, communicate honestly and fix the control before reactivation. ## Measure whether the work became safer and clearer Use measures that reveal ownership, service quality and control. Counts of messages, tasks or workflow runs are supporting signals, not proof of customer value. ### Handovers accepted within the stated window Measure real ownership. ### Context complete at transfer Audit avoidable customer repetition. ### Messages sent after handover Treat as a control failure. ## Frequently asked questions ### When should the human handover playbook start? A configured condition identifies that automation should stop or human judgement is needed. Confirm the record is eligible and that a named owner or monitored queue is available before allowing customer-facing action. ### Which channels should the human handover playbook use? Use only configured channels that suit the purpose, customer preference and consent position. Give each channel a distinct role and check provider availability and usage charges before launch. ### When should human handover automation stop? Stop when the purpose is complete, the customer responds or opts out, the data conflicts, or an exception needs judgement. In this playbook, pay particular attention to no owner available, high-risk issue, automation cannot be stopped. ### How should we judge whether human handover works? Review handovers accepted within the stated window, context complete at transfer, messages sent after handover. Combine the numbers with sampled records and customer context; do not treat activity volume as a business outcome. ## Related CRM pages - [/crm/guides](https://121.direct/crm/guides) - [/crm/guides/customer-follow-up-automation](https://121.direct/crm/guides/customer-follow-up-automation) - [/crm/features/team-inbox](https://121.direct/crm/features/team-inbox) - [/crm/features/workflow-branches](https://121.direct/crm/features/workflow-branches) - [/crm/security-data](https://121.direct/crm/security-data) - [/crm/playbooks/pipeline-hygiene](https://121.direct/crm/playbooks/pipeline-hygiene) This Markdown alternative contains public product information only. It provides no access to CRM accounts, records, credentials or payment execution.