Human handoff is not an AI failure; it is part of responsible service design. It should happen when a customer asks for a person, evidence is missing, an exception or risk appears, or a decision exceeds the agent’s authority.
Mojeep includes conversation handoff and routing tools, as well as support-team assignment and ticket escalation. Configure destination, hours, waiting messages, and the context a receiving employee is allowed to see. See the customer experience solution, service agent, and support solution.
Stop and handoff rules
Stop when the customer requests a person, identity is uncertain, evidence is missing, a tool fails, or approval is required. Tell the customer what happens next, create a handoff or ticket under policy, and track team acceptance.
A useful context package
Pass a neutral summary, reason for escalation, latest customer request, and relevant knowledge references. Do not share data beyond recipient permissions or present an agent inference as verified fact.
When does a conversation need a person?
Human handoff is appropriate when a customer asks for a person, reliable evidence is unavailable, or a problem requires a decision beyond agent authority. Repeating an unhelpful answer should not replace escalation. Teams can define and test transfer reasons: a policy dispute, recurring support issue, or commercial change needing approval. These are operating rules configured by the administrator. The page does not claim the system automatically detects every sensitive situation or guarantees staff availability at all times.
Moving context and ownership
Transfer need → retain conversation and permitted customer context → select an eligible recipient under the rules → supported assignment or transfer → notification when enabled → employee continuation. A useful summary states the request, prior actions, missing information, and required next step. Do not send a full customer history to someone without access. A sales-role transfer and an employee or support-team assignment use different paths; test each separately. A ticket may be needed so ownership does not disappear when the conversation ends.
How does the team verify a useful handoff?
A useful handoff means an authorized recipient has enough context and continues the request, not merely that a transfer button was pressed. Review unowned cases, incomplete summaries, and access controls before adjusting assignment rules. Do not promise a notification or backup recipient unless that path is configured and supported. Connect this workflow to the Service Agent and Support Agent, keeping resolution or commercial commitments with the authorized person.
Start with a suitable workflow
Define the task, tools, and knowledge source with your team, then test permissions and handoff before rollout. Request a demo to discuss a configuration for your organization or review pricing.
Frequently asked questions
When should a conversation be handed off?
When requested by the customer, or when risk, exceptions, missing knowledge, or a human decision requires it.
Does the employee receive all context?
What is visible depends on available data and recipient permissions; test the behavior rather than assuming it.