[{"data":1,"prerenderedAt":375},["ShallowReactive",2],{"docs-/docs/handoffs":3},{"id":4,"title":5,"body":6,"description":367,"extension":368,"meta":369,"navigation":370,"path":371,"seo":372,"stem":373,"__hash__":374},"content/docs/handoffs.md","Human Handoffs",{"type":7,"value":8,"toc":342},"minimark",[9,13,18,53,57,60,75,80,83,100,104,107,121,125,129,144,148,218,222,239,243,247,250,261,265,268,279,283,286,293,297,301,312,316,327,331],[10,11,12],"p",{},"When the AI can't help, conversations transfer to your human support team with full context.",[14,15,17],"h2",{"id":16},"how-handoffs-work","How Handoffs Work",[19,20,21,29,35,41,47],"ol",{},[22,23,24,28],"li",{},[25,26,27],"strong",{},"Trigger"," - Customer requests human help or AI detects need",[22,30,31,34],{},[25,32,33],{},"Ticket created"," - Conversation becomes a support ticket",[22,36,37,40],{},[25,38,39],{},"Notification"," - Your team is notified",[22,42,43,46],{},[25,44,45],{},"Context preserved"," - Full conversation history included",[22,48,49,52],{},[25,50,51],{},"Resolution"," - Human agent resolves the issue",[14,54,56],{"id":55},"automatic-triggers","Automatic Triggers",[10,58,59],{},"Handoffs are triggered automatically when:",[61,62,63,66,69,72],"ul",{},[22,64,65],{},"Customer explicitly asks for a human",[22,67,68],{},"AI confidence is consistently low",[22,70,71],{},"Customer expresses frustration",[22,73,74],{},"Sensitive topics are detected",[76,77,79],"h3",{"id":78},"trigger-phrases","Trigger Phrases",[10,81,82],{},"Common phrases that trigger handoff:",[61,84,85,88,91,94,97],{},[22,86,87],{},"\"Talk to a human\"",[22,89,90],{},"\"Speak to someone\"",[22,92,93],{},"\"Customer service\"",[22,95,96],{},"\"Real person\"",[22,98,99],{},"\"This isn't helping\"",[14,101,103],{"id":102},"manual-handoff","Manual Handoff",[10,105,106],{},"Customers can always request a handoff:",[19,108,109,112,115,118],{},[22,110,111],{},"Click the menu in the chat widget",[22,113,114],{},"Select \"Talk to a human\"",[22,116,117],{},"Optionally add context",[22,119,120],{},"Ticket is created",[14,122,124],{"id":123},"managing-handoffs","Managing Handoffs",[76,126,128],{"id":127},"viewing-tickets","Viewing Tickets",[19,130,131,138,141],{},[22,132,133,134,137],{},"Go to ",[25,135,136],{},"Handoffs"," in your dashboard",[22,139,140],{},"View all tickets by status",[22,142,143],{},"Click a ticket for details",[76,145,147],{"id":146},"ticket-statuses","Ticket Statuses",[149,150,151,164],"table",{},[152,153,154],"thead",{},[155,156,157,161],"tr",{},[158,159,160],"th",{},"Status",[158,162,163],{},"Description",[165,166,167,178,188,198,208],"tbody",{},[155,168,169,175],{},[170,171,172],"td",{},[25,173,174],{},"Pending",[170,176,177],{},"New ticket, not yet assigned",[155,179,180,185],{},[170,181,182],{},[25,183,184],{},"Assigned",[170,186,187],{},"Assigned to team member",[155,189,190,195],{},[170,191,192],{},[25,193,194],{},"In Progress",[170,196,197],{},"Being actively worked",[155,199,200,205],{},[170,201,202],{},[25,203,204],{},"Resolved",[170,206,207],{},"Issue resolved",[155,209,210,215],{},[170,211,212],{},[25,213,214],{},"Closed",[170,216,217],{},"Ticket completed",[76,219,221],{"id":220},"assigning-tickets","Assigning Tickets",[19,223,224,227,233,236],{},[22,225,226],{},"Open the ticket",[22,228,229,230],{},"Click ",[25,231,232],{},"Assign",[22,234,235],{},"Select a team member",[22,237,238],{},"They'll be notified by email",[14,240,242],{"id":241},"notifications","Notifications",[76,244,246],{"id":245},"email-notifications","Email Notifications",[10,248,249],{},"Team members receive emails for:",[61,251,252,255,258],{},[22,253,254],{},"New ticket assigned to them",[22,256,257],{},"Updates on tickets they're watching",[22,259,260],{},"Daily summary of pending tickets",[76,262,264],{"id":263},"dashboard-notifications","Dashboard Notifications",[10,266,267],{},"The dashboard shows:",[61,269,270,273,276],{},[22,271,272],{},"Pending ticket count",[22,274,275],{},"Recent activity",[22,277,278],{},"Overdue tickets",[14,280,282],{"id":281},"responding-to-customers","Responding to Customers",[10,284,285],{},"Currently, responses to handoff tickets must be handled through your existing support channels (email, phone, etc.).",[287,288,290],"docs-callout",{"type":289},"info",[10,291,292],{},"Direct reply functionality within Grounded is coming soon. For now, use the contact information provided by the customer.",[14,294,296],{"id":295},"best-practices","Best Practices",[76,298,300],{"id":299},"quick-response","Quick Response",[61,302,303,306,309],{},[22,304,305],{},"Respond to handoffs within 1 hour during business hours",[22,307,308],{},"Set clear expectations in your widget welcome message",[22,310,311],{},"Use auto-responses for after-hours tickets",[76,313,315],{"id":314},"context-usage","Context Usage",[61,317,318,321,324],{},[22,319,320],{},"Read the full conversation before responding",[22,322,323],{},"Reference what the customer already told the AI",[22,325,326],{},"Don't ask them to repeat information",[76,328,330],{"id":329},"feedback-loop","Feedback Loop",[61,332,333,336,339],{},[22,334,335],{},"Mark tickets as resolved when complete",[22,337,338],{},"Note common issues for knowledge base updates",[22,340,341],{},"Add missing information as new sources",{"title":343,"searchDepth":344,"depth":344,"links":345},"",2,[346,347,351,352,357,361,362],{"id":16,"depth":344,"text":17},{"id":55,"depth":344,"text":56,"children":348},[349],{"id":78,"depth":350,"text":79},3,{"id":102,"depth":344,"text":103},{"id":123,"depth":344,"text":124,"children":353},[354,355,356],{"id":127,"depth":350,"text":128},{"id":146,"depth":350,"text":147},{"id":220,"depth":350,"text":221},{"id":241,"depth":344,"text":242,"children":358},[359,360],{"id":245,"depth":350,"text":246},{"id":263,"depth":350,"text":264},{"id":281,"depth":344,"text":282},{"id":295,"depth":344,"text":296,"children":363},[364,365,366],{"id":299,"depth":350,"text":300},{"id":314,"depth":350,"text":315},{"id":329,"depth":350,"text":330},"Seamlessly transfer conversations to your support team.","md",{},true,"/docs/handoffs",{"title":5,"description":367},"docs/handoffs","qqVr6_ZmPxY0-4sJVfnwfJ_reDbyvGikRUZtJSVEa4g",1778619021506]