Location: Actions & MCPs > Human Handoff > Edit Action.
Enable Human Handoff.
Question: leave the default.
Confirmation: I'll pass this to the Studio Alma team. A stylist will reply when available.

Handoff Rules:
User Frustration: On.
Customer Support Suggestion: On.
Lack Of Knowledge: On.
Media Message: Off.
Irrelevant Advice: Off.
Add active rule named Complaints and staff requests.
Description: Use Human Handoff for complaints, refund requests or an explicit request to speak to a person.

Human Agents' availability: Off for this learning example, so requests can reach the queue at any hour without a promise of immediate staff availability.
AI summary: Off.
Email notifications: Off.
No topic-routing keywords.
Save.

Test the complaint and check Inbox ownership. A successful text reply alone does not prove a transfer. Keep it separate from the Inbox takeover walkthrough and any optional Business app four-hour return test.
