Move a conversation from AI to Human
Use human handoff when staff should take over a customer conversation.
When to hand off
Hand off when the customer asks something sensitive, needs approval, asks for discount, has payment issue, or the AI does not have enough confirmed information.
Recommended process
- Open the customer conversation.
- Review the recent messages and contact details.
- Assign the conversation to the correct staff member.
- Send a short human reply if needed.
- Return to AI only when the case is safe for automation.
Customer experience
The customer should not receive confusing internal messages. Handoff should feel natural and professional.