Knowing When to Stop Is a Feature

How it works

You define what must always reach a human: certain topics, an angry customer, a named account, a request for a person, or anything Chatbot.OM could not answer twice in a row. When one of those triggers, the conversation moves.

The person picking it up receives the whole thread, the customer's details, and a short summary of what has been asked and promised. The customer is told who has it and when to expect a reply, rather than being left in silence.

• Handover triggers you define, including on request
• Whole thread and a summary handed to the person taking over
• Customer told who has it and when to expect a reply
• Fallback owner when nobody is available

Why silent handover fails

The common failure is not that a chatbot hands over too late, it is that the handover is invisible. The customer stops receiving replies and cannot tell whether anyone is coming. Within a few minutes they either write again or leave.

Announcing the handover, with a name and a time, converts a moment of friction into a moment of reassurance, and it costs nothing.

Out of hours

Handover at ten at night has to work differently from handover at ten in the morning. Outside your working hours the chatbot says so plainly, gives a realistic time for a human reply, and creates the ticket so the request is waiting when your team opens.

For genuinely urgent categories you nominate, it can still alert an on-call person immediately rather than waiting for the morning.