Human Handoff
Human Handoff
Section titled “Human Handoff”Human Handoff is the bridge between your AI bot and your human support team. When the bot is uncertain or a customer needs personal attention, the conversation is automatically escalated to an available agent — smoothly, without the user having to repeat themselves.
How It Works
Section titled “How It Works”-
User sends a message — The bot processes the message using the RAG pipeline and generates a confidence score.
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Confidence check — If the confidence score falls below the configured threshold, the bot triggers a handoff instead of guessing.
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Handoff notification — The conversation moves to Pending Handoff in the Conversations inbox. Agents are notified.
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Agent takes over — An available agent accepts the conversation and begins replying. The full conversation history is visible to the agent.
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Resolution — The agent resolves the issue and closes the conversation. The bot can handle new sessions from the same user in the future.
Smart Routing
Section titled “Smart Routing”When a handoff occurs, the system routes the conversation to the most appropriate agent using these signals:
| Signal | Description |
|---|---|
| Availability | Routes to agents who are currently online and not at full capacity |
| Workload | Balances conversation load across available agents to prevent any single agent from being overloaded |
| Skills (coming soon) | Future: route based on agent skill tags (e.g., billing specialist, technical support) |
Priority & SLA
Section titled “Priority & SLA”Priority Levels
Section titled “Priority Levels”Conversations can be assigned a priority level, which affects queue position:
- P1 — Urgent — Appears at the top of the queue regardless of arrival time
- P2 — High — Elevated priority, surfaced above normal conversations
- P3 — Normal — Standard queue order (default)
- P4 — Low — Deferred; handled after higher-priority conversations
Priority can be set manually by an agent, or assigned automatically based on rules (e.g., VIP customer segments).
SLA Monitoring
Section titled “SLA Monitoring”SLA (Service Level Agreement) targets define the maximum response time for each priority level. The system monitors all open handoff conversations against these targets:
- SLA timer starts when the conversation enters Pending Handoff status
- SLA at risk — Warning shown when 80% of the SLA time has elapsed
- SLA breached — Alert triggered when the deadline is exceeded
Breach Alerts
Section titled “Breach Alerts”When an SLA is breached:
- The conversation is flagged with a Breached badge in the inbox
- Admins receive an in-app notification
- The breach is recorded in Analytics for reporting