How and when the agent hands off
You want to know when the agent stops trying and brings in your team.
The agent is built to resolve what it can and escalate the rest — it doesn't bluff. A handoff is when it passes a conversation to your team because it can't (or shouldn't) answer.
When it hands off
- The shopper asks for something outside what the agent knows or is allowed to do.
- The shopper explicitly asks for a human.
- The request needs an action the agent doesn't take (returns, refunds, cancellations, and similar are out of scope by design).
What the customer experiences
The agent explains it's bringing in the team and collects what's needed to follow up (their contact details, captured at the start of the conversation). What happens next depends on your plan: an email handoff on Starter, and on Growth & Pro, a ticket in your CRM.