Define the assistant's responsibility
Give the flow a focused job, business knowledge, and tone. Separate common questions from decisions that need a person. Test examples that are incomplete or ambiguous, not only the questions you hope to receive.
Make customer context visible
Collect useful fields with clear descriptions. Keep important remarks, assignments, and lead links in the contact panel so a teammate can continue without asking the customer to repeat everything.
Teach the pause controls
Pause AI when a person takes the conversation. Use Pause Everything when scheduled messages must stop as well. Resume only when the teammate intends to return control to the assistant.
Use supervision where it fits
Eligible Agentic AI flows can hold replies for approval. Test this with the people who will review drafts, and remember that agentic mode replaces the classic prompts, sequences, and workflows for that flow.
The handover is part of the process, not an exception to it.