Hand off when the answer is unsupported, the user asks for a person, or the issue involves exceptions, sensitive information, or a consequential decision. Make the boundary explicit and pass the conversation context to the human reviewer.
What to do next
Define the allowed scope
List questions the system may answer and situations that always require escalation. Include account, billing, security, and policy exceptions as relevant.
Test difficult requests
Use incomplete questions, frustrated users, conflicting knowledge, and requests outside scope. Check that the system admits uncertainty and escalates appropriately.
Review the handoff
Confirm the human receives the history, relevant account context, and unresolved question. Track repeated failures and update the knowledge source.
Useful tools to explore
Open a profile for more detail, or check the vendor’s current plans.
Before you decide
- Keep the escalation path easy to find.
- Assign an owner to maintain approved answers.
- Review outcomes, not only ticket deflection.
A confident unsupported answer can damage trust even if it reduces the number of human tickets.
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