> ## Documentation Index
> Fetch the complete documentation index at: https://docs.orbit.devotel.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Handoff conversation from AI to a human

> Distinct from /assign: clears any AI agent assignment, flips status to pending so the conversation re-enters the unassigned queue, and stamps metadata.needs_human + handoff_reason + target_queue + handoff_skill_tags + handoff_matched_operators so the receiving human picks up the context. Audit #HANDOFF-1 also persists a top-level handoff_brief (LLM-generated 2-3 sentence summary) and handoff_reason_category (machine-readable enum) on the conversation row, and audit #HANDOFF-2 enqueues the conversation in the org's Redis sorted-set queue so the customer-facing widget can render queue position.



## OpenAPI

````yaml /openapi.yaml post /api/v1/conversations/{id}/handoff
openapi: 3.1.0
info:
  title: Devotel CPaaS API
  description: Orbit by Devotel — Communications Platform as a Service API
  version: 1.0.0
  contact:
    name: Devotel
    url: https://devotel.io
    email: support@devotel.io
  license:
    name: Proprietary
servers:
  - url: https://api.orbit.devotel.io
    description: Production
security:
  - Bearer: []
  - ApiKey: []
tags:
  - name: Messages
    description: >-
      Send and manage messages across all channels (SMS, WhatsApp, RCS, Email,
      Viber, etc.)
  - name: Fax
    description: >-
      List and track fax (MMS/T.38) transmissions on Telnyx-backed fax numbers
      (sending flows through the Messaging API)
  - name: Agents
    description: AI agent creation, configuration, and execution
  - name: Voice
    description: Voice calls, IVR, conferencing, and SIP trunking
  - name: OnCall
    description: On-call rotations and escalation policy planning for incident alerting
  - name: Webhooks
    description: Webhook endpoint management and delivery logs
  - name: Numbers
    description: Phone number search, provisioning, and configuration
  - name: Brand Identity
    description: >-
      Unified cross-channel brand trust posture (10DLC, toll-free, WhatsApp,
      RCS, branded calling, number KYC)
  - name: Contacts
    description: Contact management, segmentation, and lifecycle tracking
  - name: Campaigns
    description: Marketing campaign orchestration and analytics
  - name: Flows
    description: Automation flow builder and execution engine
  - name: Templates
    description: Message template management and approval workflows
  - name: Settings
    description: Organization, channel, and user preference settings
  - name: Verify
    description: OTP generation and verification across channels
  - name: Push
    description: Push notification delivery via FCM and APNs
  - name: Integrations
    description: Third-party service connections and OAuth management
  - name: CDP
    description: >-
      Customer Data Platform — activation surface (CRM object sync, streaming
      destinations, ad-audience activation)
  - name: Files
    description: >-
      Server-to-server media upload, listing, retrieval, and deletion
      (signed-URL backed)
  - name: Commerce
    description: >-
      Omnichannel conversational-commerce — persistent cart + checkout state
      machine, channel-agnostic hosted pay-by-link, native WhatsApp checkout,
      and AP2-style agent payment mandates.
  - name: Sync
    description: >-
      Real-time shared-state primitive (Twilio Sync parity) — Documents, Maps,
      Lists, and ephemeral Streams, with change events relayed over the
      /api/v1/ws/sync WebSocket gateway
paths:
  /api/v1/conversations/{id}/handoff:
    post:
      tags:
        - Conversations
      summary: Handoff conversation from AI to a human
      description: >-
        Distinct from /assign: clears any AI agent assignment, flips status to
        pending so the conversation re-enters the unassigned queue, and stamps
        metadata.needs_human + handoff_reason + target_queue +
        handoff_skill_tags + handoff_matched_operators so the receiving human
        picks up the context. Audit #HANDOFF-1 also persists a top-level
        handoff_brief (LLM-generated 2-3 sentence summary) and
        handoff_reason_category (machine-readable enum) on the conversation row,
        and audit #HANDOFF-2 enqueues the conversation in the org's Redis
        sorted-set queue so the customer-facing widget can render queue
        position.
      parameters:
        - schema:
            type: string
          in: path
          name: id
          required: true
      requestBody:
        required: true
        content:
          application/json:
            schema:
              type: object
              properties:
                reason:
                  type: string
                  maxLength: 500
                  description: >-
                    Short reason — surfaced to the receiving human (e.g. 'asked
                    for a manager').
                target_queue:
                  type: string
                  maxLength: 100
                  description: >-
                    Optional queue to route to. Defaults to the tenant's default
                    queue.
                reason_category:
                  type: string
                  enum:
                    - cant_understand
                    - policy_block
                    - customer_request
                    - tool_failed
                    - escalation_threshold
                    - manual
                  description: >-
                    Machine-readable handoff category for analytics. When
                    omitted, inferred from the free-text reason.
                skill_tags:
                  type: array
                  items:
                    type: string
                    maxLength: 40
                  maxItems: 20
                  description: >-
                    Caller override for the skill set used to match operators.
                    When omitted, derived from the conversation's most recent AI
                    agent's skill_tags.
                brief:
                  type: string
                  maxLength: 600
                  description: >-
                    Caller-supplied 2-3 sentence summary. When omitted, the
                    service generates one via the LLM gateway.
      responses:
        '200':
          description: Default Response
components:
  securitySchemes:
    Bearer:
      type: http
      scheme: bearer
      bearerFormat: JWT
      description: Dashboard JWT token from Clerk
    ApiKey:
      type: apiKey
      name: X-API-Key
      in: header
      description: Server-to-server API key (dv_live_sk_*)

````