Detect
Identify a situation that needs a human.
VOICE AI AGENT · India · ESCALATION
Design the human handoff before you need it.
Move calls or messaging conversations to your team when a customer needs judgement, empathy, authority or a more personal interaction.
Human handoff workflowTHE JOB
Make escalation feel like a continuation, not a restart.
A strong AI workflow knows its boundary. Human handoff is part of the product architecture so the AI can stop when the conversation should belong to a person.
The useful part is context: the reason for the call, relevant answers and the conversation history can help the human continue without making the customer repeat everything.
Prepare
Preserve useful conversation context.
Transfer
Move the call or messaging conversation.
Continue
Let the human take ownership.
WHAT GOOD LOOKS LIKE
AI → context → human.
Use escalation as a deliberate workflow outcome, not as a failure state.
- Call transfer
- Messaging handoff
- Conversation context
- Configured escalation rules
WHEN A HUMAN IS NEEDED
Escalation is part of the design.
This page is the handoff itself: define which situations need people, how the customer is told, and what context the team receives.
The goal is not to force every interaction through AI. The goal is to make the automated part useful, preserve context and make the human transition clear.
Explore human handoff ↗SEE IT IN CONTEXT
A conversation is only valuable when the next step is clear.
Use the product visual as a starting point. Replace it with your final workflow recording or dashboard capture before launch.
Temporary product visual · replace with final demo
FAQ
Useful answers, before setup.
Can handoff happen on calls?
Yes. Human call transfer is a supported capability.
Can messaging be handed off?
Yes. Human messaging handoff is supported.
Should every difficult question be escalated?
The business should define the escalation rules based on its workflow.
Start with the workflow that matters most.
Map the conversation, action and handoff before you scale it.
Talk through your workflow ↗