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Handle a request to speak to a human

When a customer asks for a human, the answer should be yes. How smoothly you hand over decides whether they stay patient or leave frustrated.

Last reviewed

Say yes straight away

Do not argue or ask them to try the bot again. Confirm a person will take over and say when they will reply.

Pass the context on

Add an internal note with what the customer asked and what was already tried, so the agent does not start from scratch.

Route it to the right person

Assign by topic or plan so the first human reply can actually solve the problem.

Keep the promise on timing

State a realistic time and meet it. Out-of-hours, say when the team is next in.

Learn from the request

Tag these tickets. Many requests for a human point to an answer the AI or help center is missing.

Questions

Should we always allow a human handover?

Yes. A visible way to reach a person builds trust in the automated answers too.

What if no one is online?

Say so, give the next working hour and capture the question so they do not have to repeat it.

Does handover hurt AI savings?

A little, but forced bot loops cost more in lost customers than the saved reply.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.