Hand off early, and hand off well.
A good support agent knows when a person should decide. Huematte agents hand off on clear rules, tell the customer what happens next, and give your teammate everything they need to finish the job in one reply.
Conversation
I was charged twice this month. Please refund one.
I can see two charges of ₹4,800 on 25 Sep. I've passed this to our billing team with the details, and they'll confirm the refund today.
Handoff to Billing team
Priority: normal- Intent
- Duplicate charge, card refund
- Reason
- Card refunds always need approval
- Records checked
- Two charges, ₹4,800 each, 25 Sep
- Customer told
- Billing will confirm today
- Plan
- Pro, monthly, 8 seats
- Sentiment
- Frustrated, not urgent
What triggers a handoff
Clear rules, not a vague confidence score.
Every handoff has a named reason. You choose which reasons apply in your workspace, and you can add your own.
Over an action limit
A refund, credit or change goes beyond what you allow the agent to do alone. The action is prepared for approval.
No matching policy
Nothing in your sources covers the question, or two sources disagree.
Outside scope
The request falls outside the agent's domain, such as any clinical question for the Scheduling agent.
Customer asks for a person
Always honoured, straight away, with no attempt to talk the customer out of it.
Signs of urgency or distress
Language that suggests risk, urgency or strong frustration moves the conversation to the front of your queue.
Repeated misunderstanding
If the customer has to correct the agent twice, the agent stops and passes the conversation on.
How context transfers
Your teammate starts where the agent stopped.
The handoff note is written for a person in a hurry. The customer is never asked to repeat what they already said.
Summary
Two or three lines covering what the customer wants and what has happened so far.
Detected intent and records
The intent, and the order, plan or booking details the agent already looked up.
Actions attempted
Anything prepared or completed, with the limit that allowed or blocked it.
What the customer was told
The exact promise made, such as “billing will confirm today”, so your team can keep it.
Routing and configuration
The right team, at the right time.
Escalation rules are set per workspace and can be changed at any time without touching the agent itself.
Route by intent
Refunds to finance, clinical questions to nursing staff, address problems to logistics.
Business hours
Outside hours, the agent tells the customer when a person will reply, and queues the handoff for the morning.
Delivery
Handoffs arrive by email or webhook into the tools your team already uses, with a link back to the full conversation.
Always-human intents
Mark any intent as person-only. The agent will acknowledge, gather details and hand off immediately.
Questions
Handoff & Escalation
Does the customer know they are being handed off?
Yes. The agent tells the customer that a person will take over and, where you've set it, roughly when they can expect a reply.
Can a teammate hand a conversation back to the agent?
Yes. Once the decision is made, for example a refund is approved, your teammate can let the agent finish the routine steps.
Can we take over a conversation that the agent is handling?
At any time. A teammate can step in from the conversation view and the agent stops replying immediately.
Which question fills your inbox?
Pick the one that sounds most like your customers. We'll set you up with that agent first.