What is a human handoff?
A human handoff happens when an AI assistant passes a conversation to a person. The AI may be able to answer “What time do you close?” from your business information. A refund exception or a customer saying “That doesn't help” may need your team instead.
ConversionIQ's FAQ describes configurable escalation rules and the ability to pass conversation context to a live agent. Start by deciding which questions need a person, who will receive them, and what customers should expect while they wait. Handoff FAQ
This checklist is based on official information checked on September 6, 2026. We haven't tested a live account; the scenarios below are planning examples. Our ConversionIQ overview explains the wider platform.
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1. Decide which questions need your team
Take the questions your team already receives and sort them into three groups: answer directly, ask for more details, or pass to a person. You don't need a complicated rulebook to start.
For example, the AI can use your current opening hours to answer a closing-time question. A booking inquiry may need a preferred date. A refund exception should go to someone who can approve it. Adapt the following examples to your business.
| Inquiry | First response | Check |
|---|---|---|
| When do you close today? | Give the current opening hours | Holiday exceptions are current |
| Can I book next week? | Ask for details and share the correct booking link | No unverified appointment promise |
| Can you make a return exception? | Request a human decision | No unauthorized approval |
| That answer has not helped | Pass the question and earlier replies to staff | No repeated loop of the same explanation |
Make it clear which information the AI can use and which decisions need approval. A confident-sounding answer shouldn't turn into a discount or refund your team hasn't authorized.
2. Choose who handles requests—and who covers for them
Choose a person to handle incoming requests and someone to cover when they're away. Agree where they'll check for messages. In a small team, one day off can otherwise leave customers waiting.
Write an after-hours reply that says when customers can expect help. Only promise an immediate response when someone is available to give one. If there's another contact option, explain how to use it.
Test the notification on your first channel and ask the person receiving it to confirm they saw it. Once that works reliably, consider adding other channels.
3. Give the next person the conversation history
Your teammate should be able to see what the customer asked, what the AI said, and what still needs an answer. Include relevant booking preferences or product details, without adding unrelated personal information.
Use fictional details for the test. Check who can view the conversation and how long the details are stored before using real customer information.
After the person replies, ask whether the AI's source information needs an update. Repeated questions about the same basic detail may mean something is missing. Requests for exceptions, however, may always need a person.
- Recognize: spot questions that need a person.
- Explain: tell the customer what happens next and when.
- Transfer: share the question, earlier replies, and remaining issue.
- Close: follow up and update source information if needed.
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4. Test requests that are easy to mishandle
Include ordinary inquiries alongside “I want a person,” “that did not answer my question,” and an after-hours request. Use made-up customer details for these tests.
For each test, write down what should happen. A refund exception should reach the right person. A confused customer shouldn't get the same explanation over and over. Decide this in advance so you're judging each result fairly.
Ask your teammate whether they had enough information to respond. If the customer would need to explain everything again, check what the handoff includes and how it appears to staff.
Also test what happens when the AI pauses
ConversionIQ documents a budget control that pauses AI Actions when the overage limit is reached. Check the customer experience and staff response for that case too. Official pricing FAQ
Customers may still need help after the AI pauses. Decide who gets notified, how customers can contact your team, and who can restart automation. Our pricing guide explains the usage budget.
Frequently asked questions
Does frequent handoff mean the pilot failed?
No. Some decisions should always go to a person. If simple questions keep being passed on, check whether the AI is missing clear source information.
What if customers use more than one language?
Repeat the tests in each language you need. Include local product names, ambiguous questions, and the tone customers expect. Listed language support alone doesn't tell you how those conversations will go.
What should we prepare first?
Start with a few common questions, current answers, a team contact, and a reply for when they're unavailable. Our getting-started guide helps keep the initial pilot focused.
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