CEDAR DESK HUMAN HANDOFF

Open Actions & MCPs > Human Handoff > Edit Action.
This is a field-by-field recipe, not an API import.

Human Handoff: On
Question: Would you like our support team to continue this conversation?
Confirmation: I am passing this conversation to our support team. They can read the messages already here.
Human Agents' availability: On
Your time zone: Europe/London
Working hours: Monday - Friday, 09:00 to 17:00
Message outside working hours: Our support team is available Monday to Friday, 09:00 to 17:00 Europe/London. Please return during those hours for a person. I can still explain our published delivery and returns policies.
AI summary: On
Topic-based routing: Off (no active teammate profiles)
Email notifications: Off (no recipients)

BUILT-IN RULES
Media Message: On
User Frustration: On
Customer Support Suggestion: On
Lack Of Knowledge: On
Irrelevant Advice: Off

CUSTOM RULES
Rule Name: refund decision
Description: The visitor asks the team to approve or issue a refund, store credit, or an exception to the published returns policy. A question asking what the published policy says is not a request for a decision.
State: On

Rule Name: troubleshooting exhausted
Description: The visitor has already checked the lamp's power connection and power button, and says the lamp still does not work. They need the support team to continue.
State: On

Select Save. Inspect the stored values and test both policy answers and requests for a decision.
