---
title: "Can I Customize the Message Before Handoff to a Human?"
description: "No. When Fuely AI hands a conversation over to a human agent, it generates the handoff message automatically."
canonical_url: https://chatfuel.com/docs/ai-features/can-i-customize-the-handoff-message
markdown_url: https://chatfuel.com/docs/ai-features/can-i-customize-the-handoff-message.md
last_updated: 2026-08-12
lang: en
site: https://chatfuel.com/docs
llms_txt: https://chatfuel.com/llms.txt
---

# Can I Customize the Message Before Handoff to a Human?

No. When Fuely AI hands a conversation over to a human agent, it generates the handoff message automatically.

## Short answer [#short-answer]

No. When Fuely AI [hands a conversation over to a human agent](https://chatfuel.com/docs/ai-features/how-to-set-up-ai-the-definitive-guide), it generates the handoff message automatically. There is no setting to write or customize this message yourself.

## Why it works this way [#why-it-works-this-way]

The AI composes the handoff message based on the conversation context — it summarizes what the customer needs and why the chat is being escalated. Because every conversation is different, a static pre-written message would often feel out of place or miss important details.

By letting AI generate the message dynamically, the transition feels natural to the customer, and the receiving agent gets a brief summary of what was discussed.

## What you can control [#what-you-can-control]

While you cannot set the exact handoff message, you can influence the overall behavior:

* **Escalation rules** — define when a handoff should happen (customer asks for a human, complex request) in the [Switch to human](https://chatfuel.com/docs/ai-features/how-to-set-up-chat-assignment-rules) settings on each automation.
* **AI tone and style** — adjust how the AI communicates overall through **Additional instructions** on your [automation](https://chatfuel.com/docs/ai-features/automations). The handoff message will follow the same tone.
* **Team assignment** — choose who receives the chat when it's escalated, so the right person picks it up. Learn more about [how chat assignment works](https://chatfuel.com/docs/leads/how-does-chat-assignment-work).