Playbook: smooth AI-to-human handoff

Business goalCopy Anchor Link

Keep automation for routine questions and make sure a person joins quickly for sensitive, high-value or upset-customer moments.

What you needCopy Anchor Link

• Contacts and teammates configured in Human handoff.
• Contacts & human support notifications switched on.

Configuration stepsCopy Anchor Link

1. List triggers. Write 3 to 5 specific situations: custom quote, complaint, refund request, "talk to a person".
2. Add the human handoff rule in Knowledge & Rules with those triggers and instructions: "Collect name, phone and a short description, then tell the customer a teammate will reply."
3. Pick who is notified and set a Default human support contact.
4. Alert channels: enable push or email for Contacts & human support so alerts reach people away from the console.
5. Practise the full cycle with a test conversation.

Customer journeyCopy Anchor Link

1. The customer writes "I want to speak to someone about my order".
2. The assistant collects details and says a teammate will help. The status reads Human support requested.
3. A teammate gets the notification, opens the conversation and chooses Take over.
4. After solving it they choose Resolve and Return to AI.

TipsCopy Anchor Link

• Tell the assistant what to collect so your team starts with context.
• If teammates work shifts, notify more than one person.

LimitationsCopy Anchor Link

• Take over, Resolve and Return to AI are web Console actions.