By Ahmed Zoher · Founder, Quantara AI · 5 October 2026
Define when a person should take over.
A request may need human judgement, identity verification, a policy exception or specialist access. Make those conditions explicit. A customer should also have a clear route to ask for help from a person.
Transfer the context, not only the conversation.
Pass the customer’s stated need, relevant conversation summary, completed steps and verification state. Separate confirmed facts from AI suggestions. Avoid asking the customer to repeat information already available to the receiving team.
Give the work an owner.
Define the receiving queue or role, the expected response and the escalation path. A transfer message is not the same as an accepted handoff. The workflow needs a clear state for waiting, accepted and unresolved work.
Design the unavailable-agent path.
When no one is available, offer an honest next step: record an enquiry, create a case or ask for an agreed callback. Do not promise an immediate response if the service is not staffed to provide one.
Test the full journey.
Test a routine enquiry, a request for a person, an out-of-hours contact, a failed system action and an unresolved escalation. Review whether context arrived, an owner accepted the work and the customer understood the next step.