Clomni

Hand to agent, Close conversation and Hand to AI agent: what happens when a flow ends

Last updated: 31 October 2026 · 4 min read

The Hand over group's steps end the flow and give the conversation to someone. Their card shows an “End” badge, and no step follows them.

Steps

  1. 1

    Hand to agent

    • “Message before handing over” goes to the customer, e.g. “One of our team will write shortly”.
    • The flow ends. The conversation goes from “Pending” to “Open” and into the agents' queue. With auto-assignment on in the inbox, it is assigned by its rules.
    • “Team” (optional): the conversation goes to this team when it is handed over, and the card shows the team's name. Left empty, the conversation's team does not change: if “Assign to team” ran before, that team stays. A team deleted after publishing changes nothing.
    • In the mobile app the text box opens, the “Turn off typing” lock is lifted, and the app gets onFlowCompleted.
    • To avoid handing over outside working hours, put a “Business hours” step before it.
  2. 2

    Close conversation

    • Its “Message” goes before it closes. The conversation becomes “Resolved”.
    • If the customer writes later, the conversation reopens. To prevent it, put “Turn off typing” before it: in the mobile app the customer is left only “Start a new conversation”.
    • This close counts as “A bot or a flow”: a status flow with “Changed by” “A bot or a flow” or “Anyone” may start.
  3. 3

    Hand to AI agent

    No longer in the “+ Step” menu; an older flow that has it keeps working. Gives the conversation to the inbox's AI assistant, which answers from the knowledge base. Its “Message” goes before the handover. The conversation stays “Pending”. In a new flow use the “Clomni AI” step, which can take the conversation back. See “The Clomni AI step in a flow and its four exits”.

  4. 4

    When a path ends elsewhere

    A path can also end without a hand-over step: nothing is connected after the last step, a button leads nowhere, or the flow it starts is paused.

    • In the mobile app, a “When a conversation starts” or “App event” flow closes the conversation (“Resolved”).
    • A “Manual” flow, a status flow and one Clomni AI started give the conversation back the status it had.
    • In the web chat the conversation stays “Pending”.

    To keep the conversation open for the customer, end the path with “Hand to agent”.

Document

Message flows in your mobile app: a guide v1.0 · 71 pages Open Download