When should an AI support assistant transfer a conversation to your team? Let customers ask for a person directly, and make transfer automatic when the next decision exceeds the assistant’s authority. The receiving team needs enough context to continue the case without asking the customer to explain everything again.
Write down which decisions need a person
For a UAE retailer, an assistant might explain the published returns policy or look up a delivery status after verification. A disputed refund, a delivery marked complete that never arrived, or a failed identity check should follow the appropriate staffed workflow. Include a rule for repeated failed attempts to understand the request. Agree which queue owns each category, what its hours are and who handles exceptions.
Pass the information the receiving team needs
Define a short case packet with the issue, the customer’s language preference, any verified order reference, actions already tried and the reason for escalation. Flag uncertain facts clearly. Have your privacy and support owners agree which transcript material may be passed or retained. Keep passwords, payment card details and identity documents out of the handoff.
Microsoft’s Copilot Studio handoff documentation explains how a connected engagement hub can receive the conversation history and variables. Confirm what your channel actually sends, where it is stored and who can see it. When the platform passes the full transcript, a short summary helps the agent pick up the case, but it does not limit the transcript being shared.
Test the handoff as a customer and as the agent
Use synthetic cases in both Arabic and English if you support both languages. Try an explicit request for a person, an out-of-scope refund, an unavailable queue and a customer who closes the chat during transfer. Confirm that the receiving agent gets the case once, sees the issue and can distinguish verified facts from suggestions. Where live transfer is unavailable, offer a ticket or another staffed contact path and state the applicable hours.
In the pilot, review transfers that never reach a queue, repeated explanations and cases reopened after a bot answer. The AI answer evaluation guide covers the separate question of answer quality. If the transfer itself needs work, ITZ’s AI integration service can help map your escalation rules and support systems. Share the types of cases your team needs to take over.
Design your AI support handoff
Bring your support channels, staffed hours and examples of cases that need human judgement. Use the form to discuss routing, data handling and a pilot with ITZ. Design Your AI Support Handoff
