Can the AI Agent hand-over questions to a human?

We don't have specific hand-over functionality. However, in the Agent settings, you can choose to have it only respond to top-level comments and not to threaded replies that follow. This way, after the initial response by the Agent, you can manually continue the conversation yourself.

You can set this up by selecting the option "Threaded comments (just top-level)" under "Do not reply to" in the Agent settings.

Alternatively you can use AI auto-drafts instead of auto-replies. The Agent will then automatically draft a reply to comments but it won't send it yet so a human can check before it goes out.

When the Agent doesn't know the answer

If a comment contains a question the Agent can't answer with its knowledge, it won't make up a reply. This works the same with AI auto-drafts and AI auto-replies: instead of drafting or sending something, it shows that it doesn't have enough knowledge to generate a reply. That's your cue to pick it up: someone on your team answers the comment manually.

After replying, click the FAQ icon to add your answer to the Agent's custom knowledge. Next time a similar question comes in, the Agent can answer it itself.

More details in How to setup agents that can draft and send AI replies?