QuackbackHuman Handoff
Human handoff is the moment an AI agent or chatbot passes a customer conversation to a person, ideally with a summary of what has happened so the customer doesn't have to repeat themselves. A clear handoff is the most important safety net in AI support.
What is human handoff?
No AI agent can answer everything. Handoff is how it gets out of the way: it stops replying, routes the conversation to your team, and leaves a note on why. Done well, the customer barely notices the switch. Done badly, they repeat their whole story or wait in a queue nobody watches.
When to hand over
Always when the customer asks for a person. Also when the agent isn't confident, when the question is outside what it is allowed to do, when the customer is frustrated, or when the conversation goes in circles.
Making it smooth
Pass context, not just the conversation. Tell the customer what happens next and when your team works. Route handoffs like any new conversation, with an owner and an SLA, so they don't sit unassigned.
Handoff in Quackback
Quackback AI's agent hands a conversation to your team when the customer asks for a person, when it is frustrated or stuck repeating itself, when it isn't confident, or when the request is beyond what it can do. The reason is recorded, and the conversation lands in your inbox for routing. On Business and up, the "assistant handed off" event can start a workflow that assigns the conversation or tells the customer when to expect a reply.
Common questions
What is human handoff in AI support?
Human handoff is when an AI agent passes a customer conversation to a person, with the context of what has happened so the customer does not repeat themselves.
When should an AI agent hand over to a human?
Whenever the customer asks for a person, and when the agent is not confident, the request is outside its permissions, the customer is frustrated or the conversation is going in circles.
Have another question? Talk to the team.