Spec for Handing Website Chatbot Conversations Off to Human Staff

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Many website chatbot projects treat human handoff as an afterthought, even though it is often where leads are won or lost. The recommended approach is to define handoff triggers before coding, covering explicit requests for a person, low retrieval confidence, restricted topics, buying signals, and conversation loops, each tagged with a named reason. Handoffs should collect only essentials such as preferred contact method, consent, and a short problem summary, with consent stored as a timestamped record. The bot should also adjust its messaging to business hours, avoiding promises of quick replies when the team is offline. A versioned JSON contract between the bot and the team's tools, including a transcript link rather than the full transcript, keeps data organized and controlled.

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