Human Handoff
Preserve Conversation Context
Passing useful context helps a teammate continue the conversation without forcing the customer to repeat the entire issue.
Context to preserve
- •The customer’s stated goal and latest question.
- •Relevant messages that explain the request.
- •Information the agent already provided.
- •Connected order, product or workflow context when permitted.
- •The reason for escalation and any failed step.
Protect unnecessary data
Pass only the context required to handle the request. Do not collect or expose sensitive information merely because a conversation is being escalated. Follow your organization’s privacy and access policies.
Validate the teammate experience
Open the receiving conversation view and confirm the timeline is understandable. The teammate should know what happened, why the handoff occurred and the next action expected.
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.