AI to Human Agent Handoff

AI Agents are designed to handle routine inquiries, but they must hand off complex requests to human agents seamlessly. This guide covers how to set up handoff rules and how agents receive these escalated conversations.

1. What Triggers a Handoff?

Handoffs occur in three scenarios:

• Customer Request: The customer uses phrases like "talk to a person", "agent", or "human".
• Low Confidence: The AI Agent's confidence score falls below your configured threshold (e.g. 0.70) because it cannot find the answer in the knowledge base.
• System Failure: The AI model encounters a technical timeout or service error.

2. Configuring Handoff Rules

Configure these settings under Settings → AI Workforce → Select Agent → Handoff Rules:

• Target Queue: Choose which team queue escalated conversations are routed to (e.g. Support queue).
• Priority: Set the default priority level for escalated conversations (Medium or High).
• Fallback message: Specify the text sent to the customer during transition (e.g., Connecting you to a support specialist now. One moment...).

3. How Human Agents See Escalations

When a handoff is triggered:

1. The conversation shifts from the Bot queue to the Unassigned folder.
2. The conversation's channel status updates to Active (Awaiting Human Response).
3. OmnixAssistant adds an Internal Note summarizing the customer's issue and what the bot discussed.
4. The first available agent in the target queue can claim the conversation and reply directly to the customer.