What is Human Handoff?
The process of transferring an ongoing chatbot conversation to a live human agent when the bot cannot resolve the customer's request.
Detailed Explanation
Human handoff (also called agent escalation) is a critical feature in customer-facing chatbot deployments that ensures customers are never stranded when their needs exceed what the AI can handle. Triggers for handoff include customer frustration signals, explicit requests to speak with a human, complex complaint scenarios, and high-value deal negotiations. The human agent receives the full conversation context so they can continue seamlessly without making the customer repeat themselves. After the agent marks the issue resolved, control can be returned to the bot for follow-up automation.
FAQs about Human Handoff
- How does Replyot handle human handoff?
- Replyot supports a human takeover mode where an agent can disable the AI for a specific conversation and reply manually. The AI resumes automatically when the agent marks the conversation resolved.
- Can I set rules for when the bot should automatically escalate to a human?
- Yes. You can configure escalation triggers based on keywords, sentiment, conversation length, or specific intents like 'speak to manager' or 'I have a complaint'.
Related terms
Let the AI handle the chat.
You handle the growth.
Connect your pages, upload your catalog, hit go. The AI handles the rest — 24/7, in any language your customers speak.