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Human Handoff

ZynfoAI is designed to work alongside your human support team. When the AI agent encounters a complex question it is not trained to answer, it gracefully transitions the user to a human agent without losing chat context.

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How the Handoff Process Works

  1. The Trigger: The AI agent determines it cannot help based on its knowledge base, or the user explicitly types a command like “talk to a human”.
  2. Waiting State: The session status immediately changes to Waiting (awaiting_handoff), alerting your team that someone requires immediate assistance.
  3. Claiming the Chat: A human support agent goes to the Waiting tab in the Chat Sessions dashboard and clicks Claim Session.
  4. Agent Reply: The session automatically moves to the Human Active tab. The agent can now type messages directly into the dashboard interface, which will be sent to the user in real-time.
  5. Resolution: Once the customer issue is fully resolved, the agent clicks Resolve, moving the chat log to the Ended tab for future auditing.
Tip: If a user abandons the chat while in the “Waiting” state, the session will eventually time out and automatically move to the “Abandoned” tab to keep your inbox clean.