An exchange request at a shop in Toronto may need a decision that goes beyond the bot's prepared answers. Human takeover (bot handoff) moves that conversation to a person, who uses the earlier messages for context and takes responsibility for the reply. The customer should know who is answering and what the next step is.
Human takeover (bot handoff)
Human takeover (bot handoff) is when a person takes over a customer conversation from a bot. The bot pauses its replies in that chat so the person can continue with the conversation history available.
How it works in Kwamle Media
Open the customer conversation
Connect your business's own accounts through each channel's official login or API, then open the customer's chat in the unified inbox. Use the conversations and reply options that the connected channel supports.
Assign someone to handle it
Use team assignment and departments to route the conversation to the relevant department and assign a teammate to answer. For example, an exchange request can go to support, with a person responsible for the next reply.
Take over from the bot
Take over the selected conversation in the inbox. The bot stops replying in that chat while your teammate handles the request. The customer continues writing in the same thread.
Read the history and continue
The earlier messages remain available in the conversation. Read what the customer has already asked and what the bot has answered before replying. If you use an AI-suggested reply, review it, edit it where needed and send it yourself.
Common questions
What does human takeover (bot handoff) mean?
It means a person becomes responsible for replying to a conversation that a bot was handling. A handoff should make that change clear to the customer and give the person the context they need to help.
When should a bot hand a conversation to a person?
When a customer asks for someone, the bot cannot answer reliably, or the request needs a decision outside the usual process. Complaints and unusual exchange requests are common examples. Agree which situations need your team's attention.
Does the bot keep replying after a handoff?
The bot should pause its automatic replies in the conversation a person is handling. That lets the person guide the discussion without the bot sending competing answers.
Why does the conversation history matter?
It shows what the customer has already explained and what the bot has said. Reading it helps the person ask only for missing details, avoid repeating questions and check any earlier promises before deciding what to do next.
Related solutions
Read on the blog
When should the bot hand over to a person? A short rulebook
Put these ideas into practice
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