Chatbot-to-human handoffs: how to transfer customers without making them repeat themselves

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A common support chat shows a customer asking for a person several times while the bot keeps answering, then a long wait and an agent with no context. The article argues the fixes are written rules for when the bot hands off, a brief that travels with the customer, and a first human reply that shows someone read the chat. It recommends routing on the customer's first request for a human, using phrasings drawn from the company's own transcripts. It also sets out triggers such as counting failed tries per problem, noticing a shift in the customer's mood, and sending certain sensitive topics to a person immediately. Example scripts for the bot's handoff messages are provided, with company names and people in the examples being fictional.

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