---
title: "Read AI escalation rules, working hours and knowledge-gap behavior"
method: GET
path: "/settings/ai/handoff-policy"
---

# Read AI escalation rules, working hours and knowledge-gap behavior

`GET /settings/ai/handoff-policy`

## Request

- Base URL: `https://platform-api.visitoai.com/m2m/v1`
- URL: `https://platform-api.visitoai.com/m2m/v1/settings/ai/handoff-policy`
- Auth: HTTP bearer

Read current guest-facing handoff policy: enabled, knowledgeGapBehavior, workingHours, intent rules, IDs, required fields, priority and property scope. This is configuration, not conversation handoff history or a saved policy version used for an old answer. get_conversation_answer_trace provides saved execution evidence; list_conversation_handoffs provides durable cases. Knowledge-gap enforcement also depends on server rollout gates; configuration alone does not prove the runtime executed a handoff. Read policyVersion before editing. This is separate from Support Copilot and the managed Business Agent. Required permission: ai_settings:read. Connected business only.

## Response `200`

Success

- AiHandoffPolicyResult
  - `policy` AiHandoffPolicy, required
    - `tenantId` string, required
    - `enabled` boolean, required
    - `knowledgeGapBehavior` 'disabled' | 'report_only' | 'create_handoff', required
    - `policyVersion` string, required
    - `workingHours` AiHandoffWorkingHours, required
      - `enabled` boolean, required
      - `schedule` object[], required
        - `day` 'monday' | 'tuesday' | 'wednesday' | 'thursday' | 'friday' | 'saturday' | 'sunday', required
        - `open` boolean, required
        - `start` string, required
        - `end` string, required
    - `intents` AiHandoffIntent[], required
      - `id` string, required
      - `name` string, required
      - `description` string, required
      - `enabled` boolean, required
      - `severity` 'hard', required
      - `priority` number, required
      - `propertyIds` string[]
      - `requiredFields` string[], required
      - `fieldLabels` object

## Other responses

- `400`: Invalid policy
- `403`: Missing permission
- `409`: Stale policy version

---

[API](https://skmtc.dev/visitoai/apis/visito-m2m-api.md) - [All operations](https://skmtc.dev/visitoai/apis/visito-m2m-api/llms.txt) - [OpenAPI document](https://skmtc.dev/visitoai/apis/visito-m2m-api/revisions/98377d35c234?raw)