Glossary
Hand-off
Passing the conversation from the agent to a human, a callback or a ticket. A good hand-off carries the transcript and context along, so the person does not have to repeat what they already said.
The hand-off is where most conversational deployments lose the customer. The automation stops, a person starts, and the customer is asked to describe the problem again: after already describing it once.
A hand-off worth the name carries the transcript, the data already identified and the reason for escalating. The human opens the conversation knowing who this is, what was asked and what was tried.
Just as important is what triggers it: an explicit request, repeated failure to answer, detected frustration, or a topic policy says is never automated, refunds, complaints, anything with legal weight.
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