Human Handoff
Seamless handover.
Stronger relationships.
Automatically hand over complex or sensitive conversations to the right human agent at the right time with full context.
- Smart handoff triggers & rules
- Route to the right agent or team
- Share full conversation context
- Real-time notifications & collaboration
- Measure performance & customer satisfaction
82%
Customers prefer human support for complex issues
2.6x
Higher resolution rate with seamless handoff
35%
Increase in customer satisfaction (CSAT)
< 30 sec
Average handoff time with Telvanta.ai
100%
Context transferred with zero customer repeat
SMART HANDOFF. THE RIGHT WAY.
Intelligent Triggers
Hand off based on intent, sentiment, confidence score, keywords and more.
Context Preservation
Share full conversation history, customer data and AI summary.
Smart Routing
Route to the best available agent or team based on skills, workload & priority.
Real-time Collaboration
Agents see live activity, notes, tags and can collaborate instantly.
Performance Insights
Track handoff reason, resolution time, CSAT and agent performance.
DESIGN YOUR HANDOFF RULES
Create powerful rules to decide when and how conversations are handed over.
IF (Trigger)
OR
OR
THEN (Action)
HANDOFF IN ACTION
Live handoff example with full context.
Conversation Summary
Internal Note (visible to agents)
Customer is frustrated. Order #12345 was delivered yesterday. Needs return label and refund confirmation.
Suggested Response
Apologize for the inconvenience, assure quick resolution and provide return instructions.
Live Chat
Website, App & Portal
Voice
Inbound call transfer
Business handoff
DM handoff
Messenger handoff
Forward with full context
SMS
Convert to agent conversation
AI knows when to step back.Humans know how to make it right.
Deliver the perfect balance of automation and human care with Telvanta Human Handoff.