What is Human Handoff?

Human Handoff ensures that when the AI reaches its limit—or when a customer specifically requests human support—the conversation is handed over smoothly to a live rep. All context and chat history is preserved to avoid repetition or confusion.

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How it Works

1. bKlug monitors for signals like frustration, complex issues, or keywords ("talk to a person").
2. It initiates a handoff workflow, notifying your human support team.
3. The live agent joins the same WhatsApp thread, with full visibility of the conversation so far.

Supports:

• Manual or automatic handoff triggers
• CRM/live chat integrations
• Shared inbox and assignment logic

Key Benefits

• Maintains trust and satisfaction when AI can’t resolve the issue
• Prevents customer drop-off due to poor escalation
• Reduces handling time by providing full conversation context to agents

Best Practices

• Set clear rules for when to escalate (e.g. payment issues, refund requests)
• Use friendly language like “Let me get someone to help you with that.”
• Ensure agents are trained to continue the tone and flow of the AI

Example Use Case

A shopper has a unique question about store credit from a past order. bKlug recognizes the limitation and says, “Let me connect you to someone who can help with that.” Within moments, a support rep joins the chat and continues seamlessly.

Human Handoff lets you balance automation with empathy—exactly when it matters most.

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