When the AI hands off to your team
Low confidence, customer requests for a human, and how routing works after handoff.
The bot should never trap customers. Handoff happens when:
The customer asks for a person (“talk to a human”, “agent”).
Confidence is low or no grounded answer exists.
A chat flow or automation routes to a department.
An error occurs posting the bot reply.
What agents see
Full transcript in the inbox.
Optional internal note from the bot with the customer question summary.
Widget shows the handoff to the customer with your team’s branding.
Routing
Use Departments and Automations to assign handoffs to Billing, Technical, or Sales. Pause when a teammate is active prevents the bot from talking over a human.
After handoff
With Pause when a teammate is active enabled, the bot stays quiet while an assignee is set or after an agent has replied. Customers can still read earlier bot messages marked AI.
Was this article helpful?