Every AI Agent conversation ends in one of three actions. "Leave" means handing the conversation to a human.
The three actions
Reply. The agent sends a response to the guest. The conversation continues.
Solve. The agent treats the conversation as answered and closes it. The thread shows Ticket Solved, and the guest gets a closing message along the lines of "Since you have acquired all relevant information, I will mark this conversation as solved. Please feel free to reach out with other questions in the future."
Leave. The agent hands the conversation to a human. The thread shows Bot Left, and the guest is told plainly that a colleague is taking over — for example "I'm not certain how to answer. I am leaving the conversation to connect you with a colleague who can help." The conversation stays in the inbox for a member of your team to take over.
If you have set a sign-off on the agent's General tab, it appears on the Solve message. It does not appear when the agent leaves — a handover is not a close. See Setting a greeting and a sign-off.
What makes the agent hand off
The AI Agent has scope limits that mean some conversations will always need a human:
A gap in its knowledge. If the agent has no confident answer to a question about your property, it leaves rather than guessing. This is the most common reason, and the fix is a new knowledge item. See Common issues and how to resolve them.
Actions it cannot take. It cannot do anything outside the conversation itself — no PMS modifications, booking changes, or refunds.
Attachments a guest sends. The agent reads text. A photo, a voice note or a document sent by a guest mid-conversation will hand off.
Reservation questions it cannot verify. The agent can answer questions about a guest's own booking, but only on a channel that can prove who the sender is. Where it cannot verify, it redirects to a human. See Answering reservation questions: how guest verification works.
Where any of these limits apply, the agent will hand off.
Where handed-off conversations go
Handed-off conversations remain in your Unified Inbox. Use assignment rules to control which inbox view, property, or team queue picks them up.
Handover is not the same as draft mode
These two are easy to confuse, and they solve different problems.
Handover is what the agent does when it cannot answer. It steps out and a human takes the conversation.
Draft mode is what happens to the answers the agent can write. With it switched on, the agent still composes the reply, but saves it in the operator's composer for someone to Send, Edit or Reject rather than sending it itself.
An agent in draft mode still hands off in all the situations above — the two work together. See Draft mode: letting an operator check the agent before it sends.
Need Help?
Please contact us through the 'Talk to Us' option on the left menu in the platform, or through the Bookboost Support email at support@bookboost.io if you have questions or need additional support.