Human handoff, ownership, and conversation context

When handoff should happen

Handoff is appropriate when the visitor requests a person, the Agent lacks approved information, a decision requires human judgment, or the request involves an account-specific, sensitive, high-impact, sales-ready, legal, privacy, billing, or security matter.

What the teammate should receive

• The complete visitor conversation.
• Available contact and qualification details.
• The current page or source context when available.
• The requested next step and any AI-generated summary or cited sources.

Ownership

Configure a clear destination for each handoff path. A conversation may be assigned to a teammate or routing team according to your workspace configuration. If nobody is available, the experience should collect an appropriate message or follow-up request instead of pretending that a live transfer occurred.

Visitor communication

Tell the visitor what is happening in plain language. Do not claim that a teammate received or accepted the conversation until the platform confirms it.