Human Handoff
Human Handoff Overview
Human handoff gives customers a clear route to a person when a request needs judgement, account access, sensitive handling or support beyond the AI agent’s approved scope.
When to hand off
Good automation recognizes its limits. Define the situations where your team should take responsibility for the conversation.
- •The customer explicitly asks for a person.
- •The request is sensitive, high-impact or outside the agent’s scope.
- •The agent does not have enough trusted information to answer safely.
- •A connected action fails or requires manual approval.
What a useful handoff includes
A handoff should preserve the customer’s request and the relevant conversation context so the receiving teammate does not start from zero.
- •The customer’s latest request and important earlier messages.
- •Any consented contact or account details already collected.
- •The reason the agent escalated.
- •The system, order or workflow involved when available.
Plan ownership before launch
Choose who receives escalations, the hours they are available and what the customer should expect next. Test both the agent experience and the teammate experience before publishing.
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.