Handoff
Escalation to a human agent
The transfer of the conversation from the AI assistant to a human agent, keeping all context intact — the history, the question and the collected data. The customer doesn't start over. It triggers when the conversation exceeds the AI's scope or when sentiment indicates frustration.
- Appeared
- A standard feature in customer-engagement platforms; integrated with AI from 2023.
- Tactics
- Available from the Business package. The transfer is instant and complete — the agent picks up exactly where the assistant left off.
Related terms
“Handoff” is part of Glossary · AI Chatbot — part of the Atlas, Websem's reference of AI search, marketing and data terms.