Feature
When the agent hands over, the team sees the whole thing
A handoff to a human is a normal part of support, not a failure. What matters is that the agent does not open with how can I help to someone who has just explained everything.
Six reasons for a handoff
The catalogue is closed. The agent does not invent its own reasons, so handoff statistics mean something from day one.
| Reason | What happened |
|---|---|
| Customer request | The customer asked for a person. The agent does not try to hold them back |
| No coverage in knowledge | The answer had no grounding in published content |
| Safety | The topic falls outside what the agent may handle |
| Tool failure | An operation in an external system did not succeed |
| Organisation policy | Your rule sends this type of case to a human |
| Budget exhausted | The pool allocated to the channel ran out |
The conversation inbox
- One queue
- Chat, voice and email arrive in the same place. There are not three separate tools for one job.
- Assignment
- An agent takes the case, and everyone else can see that it is taken.
- Full history
- The whole conversation, the handoff reason and the cited sources are visible at once.
- Return to the agent
- After the thread is closed the conversation can go back under the agent's care, without opening a new case.
- One handoff per conversation
- The database prevents two parallel clicks from creating two tickets for the same case.
See the inbox on your own conversations
It is best judged when the queue holds a case that genuinely has to be decided.