Agent Handoff
Transferring a conversation from a bot or AI to a human agent.
Definition
Agent handoff is the process of transferring an automated conversation — managed by a chatbot or AI agent — to a live human agent when the query exceeds the bot's capabilities or when the customer requests human assistance.
In Depth
Effective agent handoff preserves the full conversation context so the human agent can continue seamlessly without asking the customer to repeat information. Key elements include trigger conditions (sentiment detection, keyword matching, explicit request), routing rules (skill-based, round-robin, priority), and context transfer (conversation history, customer profile, intent classification).
In Lodgestory, agent handoff is built into the bot builder as a dedicated node type. You can configure handoff triggers, choose the target team or agent, and pass structured metadata alongside the conversation.
See it in action
Learn how Lodgestory implements this concept in the Bot Builder feature.
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