When to hand off to a human, and how to do it well
A good handoff feels like one conversation. Rules for when Relay should step back, and what the agent should receive.
Leila Haddad
VP Customer Success
6 min read
The worst handoff makes a customer repeat everything they just said. The best one feels like the same conversation with a different person.
Hand off on intent, not just confidence
Low confidence is one trigger. Others matter more: billing disputes, cancellations, anything medical or legal, and any customer who asks for a person twice.
What the agent needs
A two-line summary of the problem
What Relay already tried
Order or account details it looked up
With that, agents start at the answer instead of the question.
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Written by
Leila Haddad
VP Customer Success
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