When a chatbot passes a customer to a person, the customer shouldn't have to repeat themselves or wonder when anyone will answer. Enter your details and get handoff messages to paste into your bot, plus a short note for the agent who picks up the conversation.
How it works
- Enter your business name, and the customer's first name if your bot has it.
- Pick the channel, the reason for the handoff and the tone.
- Type your expected reply time, your team hours and what the bot already collected.
- Select the version you need, copy it by hand and paste it into your bot's handoff step.
Each message is built from fixed templates: a greeting, a line saying who takes over and why, what the bot already knows, your reply time and a channel-specific closing line. The after-hours version adds your team hours, the frustrated version opens with an apology, and the agent note is a plain checklist. Check the wording against what your setup really does, for example whether replies land in the same thread. For the wider setup, read when to hand off to a human and run the launch checklist. If you want help building the handoff itself, talk to Kuan AI.
These are templates, not AI, so read each one before it goes live.
Frequently asked questions
When should a chatbot hand off to a person?
Typically when the customer asks for one, when the bot fails to understand twice, or when the topic involves a complaint, money or an exception. Decide the triggers before launch and test them.
Should the bot promise a reply time?
Only one your team can keep. Customers tolerate a longer, honest estimate better than a missed short one. Use the after-hours version outside your team's hours.
Why include what the bot already collected?
Being asked for the same details again is a common frustration after a handoff. Passing them on in the message and the agent note avoids it.
