The best AI workflows know when to stop.
Human handoff is not an exception to automation. In many businesses, it is one of the outcomes the workflow should be designed to produce.
AI → humanCustomers should not have to start again.
When automation reaches a request that needs judgement, empathy or authority, continuing the AI conversation can make the experience worse. A better workflow recognizes the boundary and makes the handoff clear.
Useful context matters: reason for contact, relevant answers and conversation history can help the human continue the interaction without repeating the entire discovery process.
Detect → prepare → transfer → continue.
Define the situations that should trigger escalation. Prepare the context the human needs. Tell the customer what is happening. Then let the human take ownership.
This pattern works across voice calls and messaging workflows and keeps the AI in a useful supporting role.