Human handoff
Also called Escalation, Live agent handoff, Bot-to-human handoff
Human handoff is the point where an automated chatbot passes a conversation to a person, either because the customer asks for one or because the bot can't help. A good handoff carries the conversation history and contact details along, so the customer doesn't have to repeat themselves to the person who takes over.
Example
A visitor asks about a damaged order; the bot collects their email and order number and forwards the whole chat to the support team.
Why it matters for a website chatbot
Without a clear handoff, visitors get stuck in loops with a bot that can't help. In ChatBento, visitors can tap "Talk to a human" at any time, and the chatbot offers the contact form when it can't answer. Your team gets the details and full conversation by email.
See it in practice: Human handoff
Related terms
- Live chatLive chat is a website or in-app messaging channel where customers chat in real time with human support or sales agents. It needs staff available during opening hours, and is often paired with an AI chatbot that answers first and passes conversations to an agent when a person is needed.
- Lead captureLead capture is the process of collecting contact details, such as a name, email address or phone number, from potential customers so a business can follow up. On websites it happens through forms, gated downloads, newsletter sign-ups and chat conversations, ideally with the visitor's consent and a clear reason to share.
- Containment rateContainment rate is the percentage of conversations that a chatbot or automated phone system handles from start to finish without transferring the customer to a human. It is common in contact-center reporting. A conversation counts as contained if it never escalates, whether or not the customer's problem was actually solved.
- Fallback messageA fallback message is what a chatbot says when it can't understand a request or doesn't have an answer. Good fallbacks admit the limit plainly and offer a next step, such as rephrasing, a link or contact with a person, instead of guessing or repeating the same unhelpful reply.