> ## Documentation Index
> Fetch the complete documentation index at: https://docs.typewise.app/llms.txt
> Use this file to discover all available pages before exploring further.

# System actions

> Built-in tools that close, hand off, switch a conversation to email, or verify the customer's email address

System actions are built-in tools you add with `@` in instructions. They change
how Typewise handles the conversation. They do not call an external integration
and do not need setup in the Actions hub.

You can add them in:

* [Specialist instructions](https://platform.typewise.app/specialists)
* [Global guidelines](https://platform.typewise.app/company) (company
  configuration)
* [Channel guidelines](https://platform.typewise.app/channels) for Chat, Email,
  or WhatsApp

Type `@` in the editor, then pick a tool from the **System** group. Selected
tools appear as visual pills.

Handoff conditions fields (Specialist, company, or channel) are prose rules
only. They do not use the `@` tool picker. Use system actions in the
instructions or guidelines fields instead.

## Close conversation

Use **Close conversation** when the issue is resolved and the AI should end the
ticket.

Add **@Close conversation** for cases such as:

* The end customer confirms their question was answered
* A routine request was completed and no follow-up is needed

When the AI uses this action, Typewise closes the ticket. This is separate from
the timer-based **Automatically close tickets after** setting on
[Chat](/documentation/behavior/chat#automation) and
[WhatsApp](/documentation/behavior/whatsapp#automation) guidance, which closes
tickets after inactivity.

## Handoff to human agent

Use **Handoff to human agent** when the AI should transfer the live conversation
to a Human Agent for further help. Add **@Handoff to human agent** when you want
an explicit handoff step in the flow, for example after collecting details that
a human must review.

When the AI hands off:

* The ticket follows your configured
  [ticket handoff](/documentation/behavior/company#ticket-handoff) destination
  (Typewise, Zendesk, Salesforce, or Email)
* On Chat or WhatsApp, the customer may see a paused or waiting experience while
  a human takes over
* Human Agents see the handoff in the conversation timeline; see
  [AI handoff requests](/documentation/tickets/conversation-view/ticket-conversation#ai-handoff-requests)

Prefer **Switch to email & handoff** instead when the follow-up will take hours
or days and keeping a live Chat or WhatsApp thread open is a poor fit.

## Switch to email & handoff

Use **Switch to email & handoff** when the AI should finish collecting details
on Chat or WhatsApp, then continue the request over email with a Human Agent.
This fits async work such as warranty checks that can take hours or days.

A normal handoff keeps the live channel open and can show a paused-chat
experience while the customer waits. Switching to email first is a better fit
when the reply will not be immediate.

**Typical setup:**

1. Tell the AI which customer details to collect, including the customer's
   email.
2. When those details are ready, instruct it to use **@Switch to email &
   handoff**.
3. On Chat or WhatsApp, the AI sends a short confirmation that the request will
   continue by email, switches the ticket to Email, and hands it off to a human.
   The customer does not get a "chat paused" hold experience.
4. A Human Agent picks up the Email ticket, with collected details available in
   the customer details sidebar, and replies by email.

**Behavior to know:**

* Works on Chat and WhatsApp. On Email tickets the action does nothing.
* If the customer's email is missing, the channel does not switch and this
  action does not create a handoff.
* Switching to email is one-way. The ticket cannot switch back to Chat or
  WhatsApp.
* This is separate from the timer-based **Automatically switch to email channel
  after** setting on [Chat](/documentation/behavior/chat#automation) and
  [WhatsApp](/documentation/behavior/whatsapp#automation) guidance, and from a
  Human Agent switching channels manually in the
  [composer](/documentation/tickets/conversation-view/composer#switching-from-chat-to-email).

## Verify email address

Use **Verify email address** when the AI should confirm who it's talking to.
It triggers the same email verification as a **Trusted only** input, without
waiting for one.

Add **@Verify email address** for cases such as:

* Verify every customer before discussing anything account-related
* Verify at the start of the conversation (put the mention in your Chat
  [channel guidelines](https://platform.typewise.app/channels))

**What the customer sees on Chat:** a verification prompt replaces the message
box. The customer enters their email address, receives a one-time code, and
types it in. On success the message box returns and the AI continues with the
original request.

**Behavior to know:**

* Already-verified customers are never asked again. A customer who entered a
  code earlier, or whose identity your backend signed, passes silently.
* On Email tickets there is nothing to prompt: a sender who replied has already
  proven they control the address, so the action confirms without sending
  anything.
* After verification, the address is the conversation's verified `user_email`.
  Every **Trusted only** input mapped to it runs without another prompt; see
  [Security & verification](/documentation/actions/security).
* The customer can correct their email address or request a new code, but
  can't skip the prompt or keep chatting. Abandoning the chat leaves them
  unverified, and actions with **Trusted only** inputs never run for them.
* Whether verification runs is up to the AI following your instructions;
  Typewise doesn't force it. To guarantee identity on every chat, sign it
  with [Chat identity verification](/guides/channels/chat-identity-verification).

## See also

* [AI actions](/documentation/actions/ai-actions): Actions through integrations
* [Security & verification](/documentation/actions/security): The trust model
  behind verified values
* [Manual actions](/documentation/actions/manual-actions): Human Agent execution
* [Specialists](/documentation/behavior/specialists): Topic-specific
  instructions
* [Company configuration](/documentation/behavior/company): Global guidelines