Human Handoff and Escalation

Human Handoff

The AI chatbot is designed to seamlessly hand off conversations to human agents when needed.

When Handoff Happens

The chatbot triggers a human handoff in these scenarios:

1. Customer request: The customer explicitly asks to speak with a human (e.g., "Can I talk to a real person?")
2. Low confidence: The chatbot cannot find a relevant answer in the knowledge base
3. No results: The semantic search returns no matching articles
4. Manual request: The customer clicks a "Talk to a human" button in the widget

What Happens During Handoff

1. A system message is posted in the conversation indicating that a human agent has been requested
2. The conversation status changes to Open and appears in the unassigned queue
3. Agents are notified based on their notification preferences
4. The next available agent can pick up the conversation

Customer Experience

From the customer's perspective:

• The bot informs them that their request has been forwarded to a human agent
• The conversation history is preserved. The agent sees everything the bot and customer discussed
• Once an agent replies, the conversation continues normally

Configuring Handoff

The handoff behavior is automatic and doesn't require configuration. However, you can influence when handoffs occur by:

• Keeping your knowledge base comprehensive (fewer low-confidence responses)
• Writing articles that cover common edge cases
• Monitoring the bot resolution rate in Analytics to identify knowledge gaps