When to hand off
Handoff should trigger when the visitor asks for a person, the answer is unsupported, the request is sensitive, or the visitor is high-intent and needs a team response.
- Refunds and cancellations
- Order or booking changes
- Private account questions
- Custom pricing or sales contact
- Low-confidence answers
What should be included
A useful handoff includes the transcript, summary, reason for escalation, source context when available, and any visitor-provided contact details.
Destination setup
Handoff behavior depends on configured email or provider settings. Helpdesk and CRM integrations should be described as planned or custom unless explicitly implemented.
Important caveat: Do not claim Zendesk, Gorgias, HubSpot, or CRM ticket creation unless that integration is actually configured.