Bob handles 80% of conversations automatically — but some need a human. Here's how to set it up so the transition is smooth for your customers.
Customer is angry or frustrated
Emotional situations need human empathy. Bob can de-escalate but shouldn't handle complaints end-to-end.
Refund or compensation request
These require human judgment and authority. Bob should collect the details and escalate.
Complex customisation request
Anything requiring negotiation or custom quotes shouldn't be handled by Bob.
Sensitive personal information shared
Medical conditions, financial situations, legal issues — human handling required.
Customer explicitly asks for a human
Always respect this. Never have Bob pretend to be human.
Bob says it doesn't know 3+ times in a row
Pattern of unknowns = conversation out of scope. Escalate rather than frustrate.
Go to Agent Settings → Handoff & Fallback section:
Max Messages Before Handoff
Set a limit (e.g. 10). If a conversation hits this length without resolution, Bob triggers a handoff automatically.
Fallback Message
Write what Bob says before handing off — e.g. 'Let me connect you with our team. They'll be with you shortly.'
Handoff Email
Bob sends an email notification to your team when a handoff is triggered. Include all relevant details.
Handoff Phone / URL
Redirect customer to a WhatsApp number or a booking form for human follow-up.
When you need to jump in manually:
Bob won't reply at all while you're in Copilot mode — not even to new messages in that conversation. Remember to Resume AI when you're done.
Your fallback/handoff message sets the tone. Here are templates for different scenarios:
General handoff
"I want to make sure you get the best help possible. Let me connect you with our team — they'll be in touch shortly."
Complaint handoff
"I'm sorry to hear that. I'm passing you to our team now so they can resolve this properly. You'll hear from us within [timeframe]."
Complex inquiry
"This is a great question that deserves a detailed answer from our team. I'll connect you with the right person."
After hours
"Our team is currently offline. We'll get back to you on the next working day (Mon–Fri, 10AM–6PM MYT)."
Make sure your team knows: