Escalation and handoff
How a conversation moves from the bot to a person, with its context intact.
Handoff is the difference between a bot that helps and a bot that traps people.
What carries over
When a conversation moves to a human, the agent picking it up sees the whole thread: the questions, what the bot answered, and which sources it drew on. The customer does not repeat themselves.
Taking over
An agent can take any conversation from the inbox at any time, whether or not the bot asked for help. Once a human replies, subsequent messages route to the inbox rather than being answered automatically.
Grounded refusal
Relay answers only from your indexed content. When retrieval returns nothing above the similarity threshold, it says so rather than generating a plausible answer. See knowledge sources.
That refusal is the natural moment to offer a person.
Verify your escalation triggers
The exact conditions that hand a conversation over automatically are configured per deployment. Confirm what yours does before promising customers a person will appear: test it with a question your bot cannot answer.