Escalate at the right moment, with full context
The worst chatbot experience is being trapped in a loop with no way to reach a person. A good one recognizes when it's out of its depth, when the customer is frustrated, or when the request is high-stakes, and routes to a human right away.
When it hands off, it passes the entire transcript, what the customer wants, what's already been tried, and any details collected, so your agent starts informed instead of asking 'how can I help you?' from scratch.
- Escalation triggers: low confidence, repeated failure, frustration, or explicit request
- Full transcript and collected details handed to the agent
- Routing to the right team or agent by topic, language, or account tier
- Live-agent availability awareness with graceful after-hours fallback
- A visible, always-available 'talk to a person' path
Fits your existing support stack
Handoff only works if it lands where your agents already work. We connect the bot to your help desk or live-chat platform so escalated conversations show up in the same queue your team uses today.
We also let the bot keep assisting the agent in the background, suggesting relevant articles or drafting replies, so the human stays fast and in control.
- Integration with common help desk and live-chat tools
- Escalated chats appear in your normal agent queue
- Optional agent-assist suggestions during the live conversation
- Return-to-bot for simple follow-ups after the human resolves the issue
- Reporting on when and why handoffs happen
More on ai chatbots & assistants
Frequently asked questions
What happens when no agents are online?
The bot handles what it safely can and, for anything needing a person, captures the request and contact details so your team follows up, or offers a callback or ticket instead of leaving the customer stranded.
Can it route to different teams?
Yes. We set up routing by topic, language, product, or account tier so billing goes to billing and technical goes to technical, with the context attached.
Does the customer have to repeat everything to the agent?
No. That's the whole point. The agent receives the full conversation and any details the bot collected, so the handoff feels continuous.