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Set up human handoff

When Deskova should stop answering and route a conversation to the team.

May 17, 20261 min

Set up human handoff

Handoff protects the customer experience. AI can help quickly, but it must know when a person should take over.

Common handoff rules

  • Low confidence
  • Angry or frustrated customers
  • Price negotiation
  • Sensitive information
  • Legal or medical judgment

Write a clear handoff message

Tell the customer what happens next. A simple "I will send this to the team so they can help correctly" is often enough.

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