Conversation Handoff
Last updated March 25, 2026
Conversation handoff is the process of transferring a customer from an AI agent to a human agent including passing full context and history.
Conversation handoff occurs when AI recognizes it cannot resolve an issue and smoothly transfers the customer to a human agent with full conversation context. Good handoffs pass the complete history so customers do not repeat themselves. FunSupport takes a unique approach by letting customers choose human support from the start rather than forcing AI first.
Related Tools
Related Terms
Frequently Asked Questions
What makes a good handoff?
A good handoff passes complete conversation history, customer data, and a summary of the issue so the human agent can continue without the customer repeating anything.
When should AI hand off to humans?
When the customer explicitly requests a human, when AI confidence is low, when the issue is emotionally charged, or when the request requires judgment or authorization.
Does FunSupport handle handoffs differently?
Yes. FunSupport lets customers choose AI or human from the start rather than forcing AI first and only handing off when it fails. This reduces frustration.