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Human handoff ensures customers can always reach a real person when the chatbot can’t help.
When to Handoff
- Customer explicitly asks for human
- Bot can’t understand query
- High-value customer
- Negative sentiment detected
Configuring Handoff
- Add Handoff Node to flow
- Set notification message
- Choose assignment rule
Smart Routing
Route to specific team members based on:
| Rule | Routes To |
|---|
| Topic: Sales | Sales team |
| Topic: Support | Support team |
| VIP Customer | Account manager |
Best Practices
- Set clear expectations on wait time
- Provide context to the human agent
- Allow customers to request handoff anytime
- Send confirmation of handoff
