What are Exit Conditions?
When you use an AI Agent in Superchat, it automatically handles incoming messages — answering questions, collecting information, and guiding customers through processes without requiring manual intervention from your team.
Exit conditions define under which circumstances the AI Agent should stop responding and what should happen next — whether the conversation should be handed over to a team member, routed to a specific inbox, or trigger another action in the automation.
When should I use Exit Conditions?
There are situations where automation alone is not enough. A customer may have a complex complaint that requires empathy and judgment. They may ask a question the AI Agent cannot confidently answer. Or they may simply want to speak to a human. In all these cases, continuing with AI-generated responses would frustrate the customer instead of helping them.
When used properly, exit conditions allow you to get the best out of automation without compromising the quality of the customer experience. The AI handles what it does best — routine, repetitive, and straightforward interactions — and steps aside as soon as a situation requires human involvement.
Default Exit Conditions
Every AI Agent node in Superchat comes with two exit conditions enabled by default:
Human Handover
Automatically triggered when the customer asks to speak with a person — for example: “Can I speak to an employee?” or “I’d like to talk to someone.” Once this condition is met, the AI Agent stops responding and the conversation is handed over to your team.
Issue Completion
Triggered when the AI Agent determines that the customer’s issue has been resolved and the conversation can be closed. The AI Agent stops responding and the conversation is marked as completed.
Adding or Editing Exit Conditions
Exit conditions are configured directly on the AI Agent node in your automation — not in the AI Agent settings. This is a common point of confusion, so it’s useful to know where to look.
Open the automation that contains your AI Agent
Click the AI Agent node to open its settings
Click on Follow-Ups & Escalation and then +Add exit condition.
A window will then open up where you can name and explain your exit condition. This can be edited at any point moving forward. When ready, simply press Create.
What happens after a Human Handover?
When a Human Handover exit condition is triggered, the automation stops and the conversation appears in your team inbox so a team member can take over. The full conversation history — including everything the AI Agent said — remains visible to your team, so the customer does not need to repeat themselves.
To ensure conversations are routed to the correct person after a handover, you can add an Assign Conversation action after the exit condition in your automation.
FAQs
Can I disable the default exit conditions?
The Human Handover and Issue Completion conditions are built into every AI Agent node and cannot be removed. However, you can add additional custom conditions.
What happens if two exit conditions are triggered at the same time?
The first matching condition takes priority. Custom exit conditions are evaluated in the order they appear in your automation.
Can the AI Agent continue after a Human Handover?
Not automatically. Once a Human Handover has been triggered, a team member takes over the conversation. If you want the AI Agent to continue later, a new automation would need to be triggered manually.
What happens if no team member picks up the conversation after a handover?
The conversation remains open in your inbox. You can use automations to send the customer a waiting message or assign the conversation to a specific team so it does not get overlooked.