Availablehelpdesk
Handoff can be triggered by visitor intent, low confidence, configured skill rules, or an operator taking over. During handoff, the AI should stop replying until the conversation is returned to AI or resolved.
- Claim: take ownership of an unassigned conversation.
- Assign: route the conversation to another teammate.
- Return to AI: release the conversation back to agent handling.
- Resolve: close the conversation when no more human action is needed.