Human handoff operations

Set up handoff rules so the bot keeps routine questions out of the queue and brings in a person when judgment is needed.

Configure escalation rules

• Set thresholds for message tone flags such as frustration, urgency, and unresolved intent
• Enable handoff for sensitive topics like billing disputes and returns
• Define priority labels your team already uses in support operations
• Add expected response times in the shared channel so ownership is clear

Team routing

You can route handoff chats by:

• language
• storefront
• topic
• customer profile tags

If you manage multiple stores, create separate shifts per storefront or topic so urgent chats do not sit in a general queue.

Quality monitoring

Ask agents to add a short closure note after each handoff. Use those notes to spot missing product data, unclear policies, and answers that should be added to bot training.