Transfer Conversations and Use Human Handover
Transfer a conversation to the right agent or team and stop unsuitable automation or AI replies.
Overview
Search Aliases: transfer chat, assign agent, escalate conversation, talk to human, stop chatbot
WHEN HANDOVER IS REQUIRED
- Customer asks for a person.
- AI or automation is uncertain.
- The case is private, sensitive, emotional or regulated.
- A price, refund, approval, legal, medical, financial or safety decision is required.
- The customer has a complaint or urgent issue.
- A high-value sales lead needs human judgment.
Step-by-step instructions
- Identify why handover is needed.
- Pause or stop unsuitable automated replies.
- Add a short internal summary.
- Choose the receiving team or agent.
- Transfer the conversation.
- Confirm the new owner.
- Tell the customer a person will continue where appropriate.
- Avoid duplicate replies during the transfer.
- Add a task or follow-up if the person cannot respond immediately.
HANDOVER NOTE EXAMPLE
Customer asks for a corporate laptop quotation for 15 units. Budget and processor requirement are captured. Ismail or the authorized sales team must verify current stock, warranty, price and delivery before replying.
COMMON ISSUES & SOLUTIONS
| Receiving agent is missing | Check active status and team membership. |
|---|---|
| Automation continues | Review the flow pause/handover node and competing automations. |
| Two agents reply | Confirm ownership and queue rules. |
| Sensitive case is visible too widely | Review team permission, contact visibility and notes. |
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