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Key takeaways
- Decide handoff triggers in advance: an explicit request, repeated failure, high-stakes topics and clear frustration.
- The person who takes over should never ask the customer to repeat anything. Pass the transcript and captured details.
- Plan for when nobody is online. A ticket with full context beats a promise to call back.
An AI agent that never lets go frustrates people. One that lets go too soon wastes your team's time. Good handoff is a design decision, not a fallback, and it is the part customers remember.
Decide the triggers
Write the rules down before launch. Most teams cover five cases.
- The customer asks for a person. Always honour it, straight away.
- The agent fails twice on the same point. Repeating itself is the clearest sign to hand over.
- The topic is high-stakes. Legal questions, disputes, safety, large refunds and anything involving a complaint.
- The customer is frustrated. A change of tone is a signal even when the question is simple.
- The answer is not in the knowledge base. Saying "I do not know" and passing it on beats a guess.
Pass the context, not just the conversation
A handoff is only good if the person who picks it up can start where the agent stopped. In Avarole, the agent creates a support ticket with the details it captured. Transcripts are included on every plan, so the full conversation travels with it.
- Who the customer is, and any contact details they gave.
- What they asked, in their own words.
- What the agent already tried or told them.
- The language they spoke, so the right person replies.
Plan for the empty office
Humans are not online at 3 a.m. or on a public holiday. Decide what the agent says and does then.
- Say plainly when someone will respond, using your real hours.
- Raise the ticket anyway, so the first person in the morning starts with context.
- Let the agent keep helping with everything it can do, such as answering from the knowledge base and capturing the lead.
Handle the queue well
Tickets from the agent land in a shared queue with saved views, bulk actions and reports, next to tickets that come in by email. A connected support mailbox turns incoming email into conversations and tickets. AI-drafted replies wait for a person to review them, so nothing goes out unchecked.
Know your plan
Live human handoff is part of the Professional and AI Team plans. Conversation transcripts are included on every plan, and Ticket Management holds the tickets the agent raises. Compare tiers on the pricing page.
Measure it
- Handoff rate. Too low can mean customers are stuck. Too high can mean the knowledge base has gaps.
- Reason for handoff. Group tickets by trigger and fix the biggest group first.
- Repeat contacts. If customers return after a handoff, the context did not carry across.
Frequently asked questions
Does Avarole support live human handoff?
Yes, on the Professional and AI Team plans. The conversation and the captured details pass to your team.
What if no one is online?
The agent raises a ticket with the full context so your team can reply when they are back, and it keeps answering what it can in the meantime.
Can the agent send emails for me?
AI-drafted replies in Ticket Management wait for a person to review them before they are sent.
Give every conversation a safe landing.
Ticket Management holds what the agent captured in a shared queue, with saved views and reports.
