When should the AI hand off to a human?
Handoff rules are how you stay in control. Start simple and evolve as you see real conversations.
The agent is great at repetitive questions. It's deliberately cautious about anything it is not confident about — and in those cases, a human reply is a much better customer experience than a wrong automated one.
Default handoff triggers
- Customer types keywords like 'agent', 'manager', 'human', 'complaint', or any of your custom escalation words.
- The agent's confidence score drops below the threshold you set (default 0.7).
- The conversation has exceeded N turns without resolution (default 6).
- Any mention of refunds, cancellations, or legal action.
- The customer's sentiment score turns negative.
When handoff fires, the agent hands the agent the full transcript, the customer's current intent in one line, and the next-best action it was about to suggest — so the human never starts from zero.
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