Human handover

Human handover is the moment the Inrō AI agent stops answering an Instagram DM conversation so a person can take it. It happens when the contact asks for a human or when you reply by hand. After your reply, the agent stays out of that conversation for a pause you choose, then comes back on its own.

When does the AI agent hand a conversation to a human?

• The contact asks for a person. The agent says it will connect them to someone and sends nothing else. The conversation shows as Human Requested in the Inbox, and the agent stays silent there. Under Request a human, you can pick an automation to run at that moment, such as one that files the contact in a folder.
• You reply by hand. A DM you send from the Inrō Inbox or the Instagram app marks the conversation Handled by a team member, and the agent stops replying to it.

The agent reads the request in the contact's own words, so you keep no keyword list. To start your own escalation flow instead, put an AI intent detection filter on a DM trigger, or begin from the human escalation template.

How long does the AI agent stay paused?

You set it in AI Agent, Human intervention, with Pause the agent for. You pick the duration from a short list.

• The pause counts from your last manual reply. Each DM you send restarts it. Messages from the contact do not.
• When it runs out, the agent answers the contact's next message again.
• If the agent was writing a reply when you answered, Inrō drops that reply.

You can turn off Pause the agent when a team member replies. The agent then keeps replying even after you answer by hand.

How do you hand the conversation back to the agent?

Wait for the pause to end, or click Hand back to AI Agent on the notice in the Inbox conversation.

A Human Requested conversation waits for you. Once you reply by hand, with the pause turned on, it becomes Handled by a team member and the pause starts. The Inrō Inbox and CRM shows each status as an icon on the conversation. The opposite move, an automation step that gives a conversation to the agent, is agent handover.

When the agent has no answer at all, agent fallback covers what happens next. See the Inrō AI agent for Instagram DMs or the Inrō automation glossary.