Handoff and Disqualify (Legacy)

In the webhook step you have in the CRM, you can use these two function to set conditions that will prevent the AI from responding, and adding the tag relating to the function you decide to use, which are "handoff" for the handoff function and "disqualify" for the disqualify function. To set these conditions, you essentially need to give the AI mini-prompts describing the conditions you want it to check for! For example, if you were wanting to have the AI check to see if the contact has asked to talk to a human, you would enter in the value for the handoff data point, "the contact has asked to speak to a human." If you want to have multiple conditions that, if any of them are met, the handoff will trigger, you would add something along the lines of, "the contact has asked to speak to a human, OR the contact has asked for the booking link, OR etc...", and if any of those conditons are met, it will trigger, stop responding, and add the handoff tag. If you want to have it check to see if multiple conditions are all met before adding the handoff, you would format it like, "The contact has asked to speak to a human, AND the contact has already answered the qualifying questions, AND etc...".

The disqualify feature works much the same way, but adds a different tag compared to the handoff feature. This is so you can have two different conditions sets that both cause the AI to stop responding, but can trigger different workflows based on which tag has been added! For instance, if you have a handoff condition of, "The contact has asked to talk to a human", and a disqualify condition of, "The contact has said that their credit score is a number under 650", you could have one workflow that triggers to contact a team member whenever the handoff tag is added, but another workflow that triggers to set the contact to "do not disturb" whenever the disqualify tag is added!

Remember, though, both of these increase the token count that your webhook generates, and the more conditions you have, the more tokens being generated, which can cause you to exceed the token limit!