# AI-Bot Hand-off Functionality **URL:** \ **Category:** Tickets & Conversations\ **Tags:** workaround\ **Created:** [February 25, 2025, 8:05pm UTC](https://community.hubspot.com/t/ai-bot-hand-off-functionality/126838 "2025-02-25T20:05:38Z")\ **Posts on this page:** 7\ **Page:** 1
**Author:** ![phtaylor15](https://avatars.discourse-cdn.com/v4/letter/p/49beb7/32.png) [@phtaylor15](https://community.hubspot.com/u/phtaylor15)\ **Post date:** [February 25, 2025, 8:05pm UTC](https://community.hubspot.com/t/ai-bot-hand-off-functionality/126838/1 "2025-02-25T20:05:38Z")
Does anyone else manage a support/success team where tickets come in unassigned, then are claimed by reps that are available? If so, I have a question for you about the Breeze Bot framework: Specifically, the bot is routinely attempting to transfer website/web-app customers and visitors to a human after our business hours, despite meticulously configuring our settings for business hours and availability management of each member of our team. HubSpot support have said that the bot’s decision making framework will automatically transfer if it cannot locate a team/user business hours. i.e. the handoff is set to ‘no one’ The desired functionality would be that the bot references our team’s set business hours, without having to select a team/user(s) to assign the hand-off to, so we can maintain our core workflow of how tickets are assigned. Our fit-gap solution is to customize the message that the bot relays in the hand-off indicating our hours and availability, but it’s certainly not ideal and can be confusing for customers/site visitors. Curious to hear input from others and potentially finding a solution ---
**Author:** ![Berangere](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/berangere/32/220784_2.png) [@Berangere](https://community.hubspot.com/u/Berangere)\ **Post date:** [February 26, 2025, 9:50am UTC](https://community.hubspot.com/t/ai-bot-hand-off-functionality/126838/2 "2025-02-26T09:50:35Z")
Hi @phtaylor15 and welcome, we are so glad to have you here! I’d like to thank you for sharing your valuable feedback with the HubSpot Community! This means a lot to us. I have found for you this similar thread “[AI Chatbot outside working hours](https://community.hubspot.com/t5/Tips-Tricks-Best-Practices/AI-Chatbot-outside-working-hours/m-p/1036779)” that might be of interest. Also, I’d love to put you in touch with some of our Top Experts and Community Members: Hi @pergranqvist, @RSchweighart, @jpenaescoffie, @danmoyle and @Josh do you have suggestions to help @phtaylor15, please? Have a lovely day and thanks so much! Best, Bérangère ---
**Author:** ![pergranqvist](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/pergranqvist/32/59288_2.png) [@pergranqvist](https://community.hubspot.com/u/pergranqvist)\ **Post date:** [February 26, 2025, 10:00am UTC](https://community.hubspot.com/t/ai-bot-hand-off-functionality/126838/3 "2025-02-26T10:00:08Z")
We are actually experiencing similar issues from time to time, the bot trying to hand over a chat outside of office hours. We have not yet been able to pin-point the reason, but what @phtaylor15 has figured out gives us something to work with. I have no valuable input, unfortunately 😅 ---
**Author:** ![danmoyle](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/danmoyle/32/91166_2.png) [@danmoyle](https://community.hubspot.com/u/danmoyle)\ **Post date:** [February 26, 2025, 3:20pm UTC](https://community.hubspot.com/t/ai-bot-hand-off-functionality/126838/4 "2025-02-26T15:20:36Z")
Hey there @phtaylor15 and welcome to the Community! I have not personally had this difficulty, [@BérangèreL](https://community.hubspot.com/t5/user/viewprofilepage/user-id/230185) … but from what I’ve found, it’s not uncommon. So you’re not alone it would seem. While the bot is designed to improve customer support efficiency, it appears to be bypassing configured business hours settings for some folks. First thing I’d do is ask support, and try to get product feedback to the product team. I’d also think about trying to build an automated handoff process using HubSpot’s workflow tools. This can help ensure that critical information is transferred from sales to support without manual intervention, potentially reducing confusion for customers. I might also dig into other Breeze AI features like Breeze Copilot and Breeze Agents. These tools might offer additional flexibility in managing customer interactions and could potentially help with your specific use case. Unfortunately, I don’t think these suggestions will fully resolve your issue, hopefully they can help optimize your current setup. I do think that as HubSpot continues to develop its AI capabilities, it’s likely that more flexible solutions for bot handoffs and business hours integration will become available. Keep an eye on product updates in that ection of yur portal, and continue to provide feedback to HubSpot about your specific needs. ---
**Author:** ![phtaylor15](https://avatars.discourse-cdn.com/v4/letter/p/49beb7/32.png) [@phtaylor15](https://community.hubspot.com/u/phtaylor15)\ **Post date:** [February 26, 2025, 4:59pm UTC](https://community.hubspot.com/t/ai-bot-hand-off-functionality/126838/5 "2025-02-26T16:59:20Z")
@danmoyle - we reached created a thread with support =\> their response: "_I would like to clarify that the current issue you are having is not a bug that needs to be fixed; the tool is working as designed…however, I find it viable to request a new technical investigation to see if it is possible to adjust the tool."_ We’ve asked for clarification on what a ‘technical investigation’ entails on Monday, but have not heard back. [@BérangèreL](https://community.hubspot.com/t5/user/viewprofilepage/user-id/230185) I’d love to chat with the product team about this workflow, as agree with you and @pergranqvist, I doubt our organization is the only one experiencing this frustration with the Bot’s decision making framework. I apprecitae the responses and suggestions. We’ll continue to monitor our chats and customer behaviors to see if this is a viable solution. Otherwise, we may be forced to sunset the bot, which would be a shame. ---
**Author:** ![phtaylor15](https://avatars.discourse-cdn.com/v4/letter/p/49beb7/32.png) [@phtaylor15](https://community.hubspot.com/u/phtaylor15)\ **Post date:** [February 27, 2025, 5:54pm UTC](https://community.hubspot.com/t/ai-bot-hand-off-functionality/126838/6 "2025-02-27T17:54:32Z")
A note on this topic: The HubSpot product team is working on ‘no hand-off’ functionality for the AI-bot. I haven’t recieved the specifics on how the feature will work and if it will be able to reference business hours in it’s decision making but it’s certainly providing some optomism. The feature should go live in April/May. ---
**Author:** ![danmoyle](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/danmoyle/32/91166_2.png) [@danmoyle](https://community.hubspot.com/u/danmoyle)\ **Post date:** [February 27, 2025, 6:32pm UTC](https://community.hubspot.com/t/ai-bot-hand-off-functionality/126838/7 "2025-02-27T18:32:14Z")
Thanks fr sharing the update with us all, @phtaylor15!