Configure AI Handoff for a Help Center

You can control whether AI chat offers to hand conversations to your support team. This setting determines who (if anyone) can request a human handoff during an AI chat session.

Prerequisites

Open the Human Handoff Setting

1. Go to your Help Center's AI Search page
   Open your Help Center's settings, then click "AI Search" under the "Discovery" section. Scroll to the "Human handoff" section.

Choose a Handoff Option

2. Select who can request a handoff
   Pick one of the three options:

   • Everyone: Any reader can ask AI chat to pass the conversation to your team.
   • Signed-in readers only: Only readers who are verified through Help Center SSO or app sign-in can request a handoff. These readers won't be asked for an email. A shared password does not count as verification.
   • Off: AI chat answers questions from your documentation but doesn't offer the option to reach your team.

3. Check for the sign-in warning
   If you select "Signed-in readers only" and your Help Center doesn't use SSO or app sign-in, a warning appears on the page. It tells you that nobody will be able to reach your team from AI chat. If you see this warning, either switch to a different handoff option or set up SSO or app sign-in for your Help Center.

Your selection saves immediately. No extra confirmation is needed.

This setting controls AI chat handoff only. It doesn't disable the widget's separate contact form, which continues to work independently.