Human handoff
Human handoff when the AI should not answer alone.
lunao can answer routine questions, then route unresolved, sensitive, or high-intent conversations to your team with the context needed to continue.
Handoff behavior depends on configured destination, email/provider setup, and product configuration.
What buyers can verify
Sources, limits, and next steps stay visible.
Good AI support has a clean exit.
The worst AI experiences trap visitors in a conversation that cannot help them. Lunao is designed to escalate when the answer is uncertain, sensitive, or human-requested.
When lunao should route to a human.
Clear public copy with current and planned boundaries.
Handoff should not start from zero.
Clear public copy with current and planned boundaries.
Why handoff matters
Good AI support has a clean exit.
The worst AI experiences trap visitors in a conversation that cannot help them. Lunao is designed to escalate when the answer is uncertain, sensitive, or human-requested.
Protect trust
Do not force AI to guess when a human should respond.
Save time
Give your team the transcript and summary instead of a cold handoff.
Capture intent
Understand whether the visitor needs support, sales, booking help, or escalation.
Keep context
Include source or policy context behind the conversation.
Handoff triggers
When lunao should route to a human.
Low source confidence
No approved source supports the answer.
Sensitive request
Refund, cancellation, order edit, booking, account change, or private information.
High-intent lead
Visitor asks for pricing, custom help, quote, or sales contact.
Support escalation
Visitor asks for a person or becomes frustrated.
What the human receives
Handoff should not start from zero.
Summary
What the visitor asked and why the conversation escalated.
Transcript
Available chat or voice context from the conversation.
Source context
Relevant policy, product, or source notes when available.
Action executed: No
Sensitive actions should remain under human or connected-system control.
FAQ
Common questions.
Where does handoff go?
Handoff can go to a configured email or team destination where available.
Can visitors always ask for a human?
Yes. The agent should support explicit human requests.
Does handoff include the transcript?
It should include available transcript, summary, source context, and reason for escalation when configured.
Can lunao create Zendesk or Gorgias tickets?
Not by default. Those integrations are planned or custom unless explicitly implemented.
Let AI answer, but keep humans reachable.
Build a website agent that knows when to escalate and gives your team the context to respond faster.