Chat Handover to an Agent
Short definition
Chat Handover to an Agent: Transferring an ongoing chat from a bot or another handler to a support agent.
Meaning and how it works
When a bot hands off to an agent, transferring the transcript and prior actions prevents repeated explanations. Web chat and related widgets shorten the path from a question to support or a callback. Service quality depends on agent availability and preserved conversation context.
Business applications
- Business scenario:
When a bot cannot resolve an issue, a human agent takes over with the conversation history.
What to check before implementation
Test mobile usability, response times, conversation privacy and escalation to a human when an automated workflow cannot help.