Human Handoffs
Seamlessly transfer conversations to your support team.
When the AI can't help, conversations transfer to your human support team with full context.
How Handoffs Work
- Trigger - Customer requests human help or AI detects need
- Ticket created - Conversation becomes a support ticket
- Notification - Your team is notified
- Context preserved - Full conversation history included
- Resolution - Human agent resolves the issue
Automatic Triggers
Handoffs are triggered automatically when:
- Customer explicitly asks for a human
- AI confidence is consistently low
- Customer expresses frustration
- Sensitive topics are detected
Trigger Phrases
Common phrases that trigger handoff:
- "Talk to a human"
- "Speak to someone"
- "Customer service"
- "Real person"
- "This isn't helping"
Manual Handoff
Customers can always request a handoff:
- Click the menu in the chat widget
- Select "Talk to a human"
- Optionally add context
- Ticket is created
Managing Handoffs
Viewing Tickets
- Go to Handoffs in your dashboard
- View all tickets by status
- Click a ticket for details
Ticket Statuses
| Status | Description |
|---|---|
| Pending | New ticket, not yet assigned |
| Assigned | Assigned to team member |
| In Progress | Being actively worked |
| Resolved | Issue resolved |
| Closed | Ticket completed |
Assigning Tickets
- Open the ticket
- Click Assign
- Select a team member
- They'll be notified by email
Notifications
Email Notifications
Team members receive emails for:
- New ticket assigned to them
- Updates on tickets they're watching
- Daily summary of pending tickets
Dashboard Notifications
The dashboard shows:
- Pending ticket count
- Recent activity
- Overdue tickets
Responding to Customers
Currently, responses to handoff tickets must be handled through your existing support channels (email, phone, etc.).
Direct reply functionality within Grounded is coming soon. For now, use the contact information provided by the customer.
Best Practices
Quick Response
- Respond to handoffs within 1 hour during business hours
- Set clear expectations in your widget welcome message
- Use auto-responses for after-hours tickets
Context Usage
- Read the full conversation before responding
- Reference what the customer already told the AI
- Don't ask them to repeat information
Feedback Loop
- Mark tickets as resolved when complete
- Note common issues for knowledge base updates
- Add missing information as new sources