Give customers a clear route to a person.
Agree who receives each type of request and during which hours. Test the context they receive and the callback message customers hear when nobody answers.
Request a callCalls that need someone with authority.
A complaint or an exception to your policy may require a decision the agent is not allowed to make.
A customer calling about a cancelled appointment may need an explanation, not another booking. Those conversations belong with someone who can resolve the underlying problem.
The starting point is the team you designate. We agree their hours, the information they need and a fallback for unanswered transfers. Any additional staffing is agreed separately.
From the agent to your team.
Phone and chat have different transfer features. The route is checked on each channel you choose.
Recognize the request
Decide which subjects need a person and let customers ask for one directly. Complaints and exceptions should have a named destination.
Pass on the useful context
The receiving person needs the request, contact details and actions already attempted. We check which details the connection can deliver.
Connect or explain the next step
Test an answered transfer, an unanswered call and a failed connection. The customer should know whether a person has joined or the request still needs follow-up.
Record the result
An attempted transfer, a completed handoff and a callback request are different outcomes. Agree how they will appear in your records.
Human coverage before launch.
A transfer feature only helps when the right person can receive the conversation.
The people receiving requests
Name the people or team responsible for each type of request. Confirm any additional staffing before including it in the service.
Their available hours
Set the schedule and the response outside it. Customers should not be offered an immediate transfer to a team that is unavailable.
The languages they speak
Your receiving team’s language coverage is separate from the agent’s. We review both against the languages your customers need.
A clear AI introduction
The opening message should identify the AI agent and explain how to request a person. That request is part of the conversation tests.
Plan for busy periods.
More agent capacity does not add people to your team. Both limits matter when several customers ask for help at once.
Simultaneous conversations
We check the provider’s capacity and the fallback when several enquiries arrive together.
People available to take over
Compare the expected transfer volume with the people available during each shift. That helps define realistic coverage.
Records for follow-up
Review completed transfers, unanswered requests and follow-up times using the records included in the service.
Human handoff questions
Coverage is agreed for your team’s hours and languages.
Who receives the conversation?
Your designated team receives the conversation. Any additional staffing is agreed separately.
Can I buy human coverage on its own?
This page describes handoff within a voice or chat service. A separate staffed service would need its own confirmed availability and agreement.
What if nobody is free?
We agree and test a fallback, such as collecting a callback request. The agent must not describe a requested callback as a confirmed appointment.
Will the customer have to repeat themselves?
We check how much context reaches the receiving person. Some details may still need confirmation; the result depends on the selected channel and connection.
Who can review the conversation?
Access is agreed before launch, along with what is recorded and retained. The reporting page illustrates the records your team might need.