Platform
Human handoff
Human handoff transfers a conversation, context, and next action from an automated agent to a person.
Human handoff transfers a conversation, context, and next action from an automated agent to a person.
What Human handoff means
Human handoff transfers a conversation, context, and next action from an automated agent to a person.
A handoff is more than forwarding a call. The recipient needs the caller’s identity, intent, important answers, urgency, and reason for transfer. The caller needs to know what will happen and whether the person is available.
How it works
An approved triggerTriggerA trigger is an event or condition that starts, resumes, changes, or stops an automated workflow. selects a destination, checks availability, summarizes context, and initiates the transfer or alternate action. The system records acceptance, failure, and final outcome. Closed hours and unsuccessful connections lead to a defined fallbackFallbackA fallback is a safe alternate path used when input is unexpected, a tool fails, or the agent cannot complete the intended step confidently..
Practical use cases
Passing a qualified lead to a sales representative
Routing a clinical or legal question to authorized staff
Escalating a frustrated caller after failed self-service
Judge handoff quality by continuity. Repeating the intake, losing the call, or transferring without explanation means the workflowWorkflowA workflow is a defined sequence of steps, decisions, actions, delays, and outcomes used to complete a business process. did not complete the job.
Frequently asked questions
Why does Human handoff matter?
Judge handoff quality by continuity. Repeating the intake, losing the call, or transferring without explanation means the workflow did not complete the job.
What context should accompany a handoff?
Include identity, intent, urgency, qualification answers, relevant account data, actions already taken, and the specific decision or help requested from the recipient.
Source: Thoughtly’s node documentation.
Related concepts: warm transferWarm transferA warm transfer connects a live caller to the right person while preserving the context already collected during the conversation., escalationEscalationEscalation moves a conversation to a person, specialist, supervisor, or alternate workflow when the agent should not continue alone., screen popScreen popA screen pop automatically displays relevant caller or account information when a call connects or transfers to a human., routing rulesRouting rulesRouting rules decide where a lead, call, appointment, or task goes using criteria such as intent, location, urgency, language, licensing, ownership, or availability..