Human Handoff
Configure Human Handoff
Configure a clear escalation path so the AI agent knows when to stop automating and how to direct the customer to your team.
Define the destination
Select the support destination your business monitors and describe expected response times accurately. Use a destination that is available to the customers and teams in scope.
Write the handoff guidance
- •Tell the agent which situations require escalation.
- •Specify what information should be collected before handoff.
- •Provide customer-facing wording that sets a realistic expectation.
- •Do not ask the agent to promise an immediate response unless your team can provide one.
Test the complete path
Test an explicit request for a person, an out-of-scope question and a failed action. Confirm the customer sees the correct next step and your team receives enough context.
Need more help? If the issue continues after these steps, contact AIChatVault support and include the agent, channel or integration involved and what you expected to happen.