# When it can't, it hands off, carrying everything.

> When Peeve can't, the user confirms how to hand off. The default creates a ticket carrying the full session: the intent, every step attempted, the confidence at each, and what was ruled out. The fallback puts them through to a human. Your team never receives “user needs help.”

Canonical: https://peeve.ai/product/hand-off/

## Do agents get hand-offs too?

Yes. A pollable ticket ID, never “email support@”. An agent can check the status itself, so a hand-off works the same whether the user is a person or the agent acting for them.

## Where does a hand-off land?

In the helpdesk you already run: Zendesk, Intercom, Linear, HubSpot or a webhook. Peeve doesn't replace your support tooling; it fills the ticket with context those tools can't collect, because they never saw the session.

## What's attached to the ticket?

The intent in the user's words, every step Peeve attempted with its confidence, what was blocked and why, plus screenshots and a session replay link. Your agent opens a ticket that already contains the investigation, not a request to start one.


## More questions

### Does AI customer support escalate to a human when needed?

The good ones escalate honestly and early. Peeve carries a confidence score on every step and, below its threshold, opens a ticket in the helpdesk you already run rather than guessing, so a person handles what the AI should not.

### How does hand-off from AI to a human agent work?

A clean hand-off passes full context so the customer does not repeat themselves. Peeve opens a ticket in Zendesk, Intercom, Linear, HubSpot or a webhook carrying the intent in the user's words, every step it attempted with its confidence, what it ruled out, screenshots, and a replay link, so your agent starts from the investigation, not a cold form.

### Can a customer always reach a human instead of being stuck with a bot?

Yes, and being trapped in a bot loop is the top complaint about AI support. Peeve never loops: when it cannot resolve something safely it hands off with full context, so the path to a human is short and the human already knows the situation.

### Does the human agent see the full AI conversation and context?

Yes, that is the point of a good hand-off. With Peeve the human opens a ticket that already contains the intent, the steps attempted, the confidence, what was ruled out, and screenshots, so the questions that reach a person are resolved faster.