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Human Handoff

Hard rules provide guardrails, while the AI model detects semantic equivalents. Keep handoff SOPs in the knowledge base.

Handoff Rules

Only add keywords that must match exactly. Similar phrases such as “can someone handle this?” are detected by AI semantic classification.

On
AI Semantic Handoff ClassificationSimilar phrases are detected semantically
Managed In Knowledge Base

Handling SOP

Keep human handoff scripts, escalation boundaries, and support procedures in the knowledge base. The AI only cites uploaded content instead of hard-coding SOPs here.

Open Knowledge Base
Webhook

Notification Method

When configured, the system POSTs handoff.requested to the client's ticketing or operations system. Email notification is hidden to avoid implying an email service is configured.