Chatbot Handoff

Chatbot handoff happens when an AI chatbot can't or shouldn't answer a question on its own, for example with complex complaints or an explicit request for a human. The conversation then transfers to a team member.

A smooth handoff is crucial for customer satisfaction: the customer shouldn't have to explain themselves again. The full conversation history and any customer context should automatically carry over to the agent.

Bugalou's AI chatbot passes the full conversation history and detected intent to the agent on handoff, so the customer keeps getting help without repeating their story.