# Human Handoff

### Prerequisite : Connect Helpdesk Integration

Before you start, make sure **at least one** helpdesk integration is active (**Integrations → Helpdesk Integration**).

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### Navigation

1. **Alhena Dashboard**
2. Sidebar → **Integrations**
3. Click **Human transfer hours** under the Helpdesk integrations section.

*(You should now see the screen shown below.)*

<figure><img src="/files/mpB6jD5n2KUtnkv9bMWL" alt=""><figcaption></figcaption></figure>

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### 1 · Business hours tab

#### 1.1 Choose availability

| Option               | What happens                                   |
| -------------------- | ---------------------------------------------- |
| **Enabled 24/7**     | Requests are always routed to a human agent.   |
| **Set custom hours** | Routing follows your schedule (steps 1.2–1.3). |

#### 1.2 Pick a timezone

All hand-off rules are evaluated in the selected timezone.

#### 1.3 Define hand-off hours

1. Tick each day you serve live chats.
2. Set **Start** and **End** times for that day.
3. Leave unchecked days marked *unavailable*.

Example (split Friday schedule):

| Day             | Start    | End         |
| --------------- | -------- | ----------- |
| Monday–Thursday | 9:00 AM  | 5:00 PM     |
| Friday          | 10:45 AM | 5:45 PM     |
| Sat / Sun       | —        | Unavailable |

***

#### 1.4 Collect additional information

Toggle each field **Enabled** and, if mandatory, **Required**.

| Field                        | Typical use-case                  |
| ---------------------------- | --------------------------------- |
| Email *(enabled + required)* | Create tickets / send transcripts |
| Name *(enabled)*             | Friendly greeting                 |
| Phone number                 | Call-back workflows               |

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#### 1.5 Configure user messages

| Slot                | When it shows                           | Example                                     |
| ------------------- | --------------------------------------- | ------------------------------------------- |
| **Before transfer** | Immediately after user requests a human | “I’m transferring you to …”                 |
| **Form title**      | Above the info-collection form          | “Please enter your email to get connected.” |
| **After transfer**  | After the form is submitted             | “Your query has been captured…”             |

***

### 2 · Outside business hours tab

#### 2.1 Enable / disable Human transfer outside business hours

* **ON** – Allow human transfer even after outside business hours (sections 2.2–2.3).
* **OFF** – Shows a single fallback message (section 2.4).

#### 2.2 Collect info (Outside business hours)

You can ask for the same or **different** fields than during business hours.\
Example: only email, always required.

#### 2.3 Custom messages (Outside business hours)

Configure **Before**, **Form title**, and **After** just like in step 1.5.\
Keep the tone clear that an agent may take longer to reply.

#### 2.4 Unavailable fallback

If Outside business hours transfer is **disabled**, users see one message instead:

> “We are not available right now, please contact ...”

#### 2.5 List of holidays for the year

**What it does**\
Every date you add here disables *all* human-transfer routing for 24 hours, no matter which business-hour rule would normally apply.

**Add a holiday**

1. Click **Add holiday +**.
2. Enter an internal **label** (e.g. “Independence Day”).
3. Choose the **date**.
4. Save changes.

> **Tip**\
> Use descriptive names for holiday, so that AI can inform to user.

**Edit or delete**

| Action          | How                                    |
| --------------- | -------------------------------------- |
| **Change date** | Click the date field → pick a new day. |
| **Remove**      | Click the 🗑️ icon.                    |

> Removing a holiday immediately re-enables live transfer if the current time now falls inside an active schedule.

***

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### 3 · Save changes

Click **Save Changes** at the bottom of either tab.\
A confirmation toast appears if the update succeeds.

***

### Behaviour matrix

| Time window  | Transfer toggle | Result        | Message flow                                          |
| ------------ | --------------- | ------------- | ----------------------------------------------------- |
| Business hrs | **ON**          | ✅ Transfer    | Before → Form → After                                 |
| Outside hrs  | **ON**          | ✅ Transfer    | Before → Form → After                                 |
| Outside hrs  | **OFF**         | ❌ No transfer | Fallback message                                      |
| Holiday      | -               | ❌ No transfer | Custom message from AI, based on name of the holiday. |


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