From the blog
Playbook7 min read
When to hand off from AI to a human
Good automation knows its limits. The handoff to a person is not a failure, it is a feature, when it is designed well.
Know the triggers
Sensitive topics, low confidence, repeated frustration, or an explicit request for a human are all clear signals to bring a person in.
Carry the context
A handoff that makes the customer repeat themselves undoes all the goodwill. Pass the full history so your team picks up exactly where the agent left off.
Make it seamless
The customer should feel one continuous conversation, not a cold transfer. Smooth handoffs protect the experience and your team's time.