Glossary
When a chatbot transfers a conversation to a live agent because it can't or shouldn't handle it.
Handoff to human (or human handoff) is the moment automation steps back and a real person takes over. It happens when a query is too complex, too sensitive, or when the customer explicitly asks for a person.
A clean handoff passes full context — the conversation history and any captured details — so the agent doesn't make the customer repeat themselves. The transition should feel seamless.
Good handoff design is what makes an AI chatbot trustworthy: customers know they can always reach a human when it matters.
Smooth handoff combines automation's speed with human judgment, so customers never feel trapped with a bot.
Defuser AI hands complex chats from Talksy to your team in the Unified Inbox with full context — see the unified inbox.
When a chatbot transfers a conversation to a live agent because it can't or shouldn't handle it.
Smooth handoff combines automation's speed with human judgment, so customers never feel trapped with a bot.
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