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Human Handoff
Learn how Botrelic escalates conversations from AI agents to human agents.
Why handoff is important
While AI agents can resolve the majority of routine customer inquiries, there are always situations that require human empathy, complex problem-solving, or specialized authorization. A seamless handoff process ensures that users never hit a dead end, maintaining high customer satisfaction while still reducing the overall support load.
Fallback triggers
Occurs when the AI agent repeatedly fails to understand the user or cannot find relevant information. Escalates after a configured number of failed attempts.
Intent triggers
Specific user intents immediately bypass the AI. E.g., if a user's message matches "talk to a manager," the AI instantly initiates handoff.
Manual escalation
A persistent "Talk to a Human" button in your chat widget, or AI offering manual escalation if it detects user frustration.
Workspace-level routing
When a handoff is triggered, the session is escalated from the individual AI agent to the broader Workspace. The routing flow operates as follows:
The workspace acts as a central queue. It identifies all currently active human agents and assigns the escalated chat based on availability, ensuring the user is connected to the next available representative.
Check-in and check-out system
To ensure chats are only routed to available staff, Botrelic uses a check-in/check-out system for human agents.