# Handing over to people

When Texa AI hands a conversation to people, and how your team or your own system answers.


Texa AI hands a conversation to people when a procedure says so, when the customer asks
for a person, when actions fail twice, or when it cannot help. The answer (and the feed,
and the `conversation.handover` webhook) then carries:

```json
{"type": "handover", "handover_id": "hnd_...", "reason": "customer_asked",
 "priority": "high", "summary": "Sent N80,000 to the account ending 4471, meant 4417. Verified. Upset.",
 "facts": {"account_last4": "4471"}}
```

From then on **Texa AI does not reply**. The customer's messages are still recorded, so
the conversation's record stays whole. Choose who answers, per environment, in Texa Desk
under **Texa AI → Developers**:

## Your team, in Texa Desk (the default)

The conversation appears in the **App conversations** inbox of your Texa Desk, with Texa
AI's summary, what it established, the conversation so far, and the team, priority and
labels your handover routes give (Texa AI → Agent and inboxes → Handover). Your team gets
the usual Texa Desk notifications, on the web and in the mobile app.

- Keep sending the customer's messages to `POST /v1/conversations/{id}/messages` as
  usual: they appear in the Desk conversation.
- Each reply your team writes reaches your server as the
  **`conversation.human_message`** webhook: show `data.text` to the customer in your app.
  Subscribe to it, or replies from the Desk will not reach the customer. The Desk warns
  your team when there is no such webhook.

```json
{"type": "conversation.human_message", "conversation_id": "cnv_...",
 "data": {"conversation_id": "cnv_...", "message_id": "cw_1022", "author": "Bola",
          "text": "I've found your transfer. It will be reversed within 24 hours.",
          "sent_at": 1790000123, "attachments": []}}
```

- When your team sets the conversation to **pending**, or assigns it back to Texa AI,
  Texa AI carries on. Its next replies come as `conversation.reply` webhooks. When they
  **resolve** it, the conversation closes.

## Your own system

Your people answer in your own tools. Texa tells you with the `conversation.handover`
webhook and does nothing more. Then:

- `POST /v1/conversations/{id}/human-messages` with `{"text", "author"}` records what your
  person said, so Texa AI knows it when it takes over again. Show it to the customer
  yourself.
- `POST /v1/conversations/{id}/handback` with a `note` of what was done gives the
  conversation back to Texa AI. Its answer carries Texa AI's next reply.
- `POST /v1/conversations/{id}/close` closes it.

## Handing over yourself

`POST /v1/conversations/{id}/handover` with a `reason` hands a conversation to people at
any time, for example when your app's user taps "talk to a person".
`POST /v1/conversations/{id}/assist` gives the person holding it a suggested reply. It is
screened like every reply, and never sent by Texa.