Hand off to a human at exactly the right moment
When a conversation needs a person, your agent escalates with the full history, customer details, and an AI-suggested reply waiting for your team.
Full transcript
carried into every handoff
The problem
Customers hate repeating themselves, and agents hate inheriting a conversation with no context. Bad handoffs undo all the goodwill the AI just earned.
How Evoriqa solves it
Evoriqa hands off with the complete transcript and context, gives agents an AI copilot with suggested replies, canned responses, notes, SLAs, and CSAT, so people pick up exactly where the AI left off.
- Full context and transcript on every handoff
- Agent copilot with grounded, suggested replies
- Canned replies, notes, SLAs, and CSAT built in
- Claim, assign, and resolve from one inbox
Your AI agent
Human handoff with the whole transcript
The worst part of most escalations isn't that a bot couldn't help — it's what happens right after. A customer repeats themselves to a human who's starting from zero, re-explaining a problem the bot already heard in full. Evoriqa's handoff is built to avoid exactly that: when a conversation moves to a person, the entire transcript travels with it, along with any notes the agent or a previous teammate already attached. Whoever picks it up starts reading where the customer left off, not where the form field starts.
That includes context that's easy to lose in a plainer handoff — the language the conversation was happening in, any details the agent already captured, and where in the exchange things turned into something a person needed to handle. None of it gets flattened into a one-line summary; the actual back-and-forth is there to read, because the tone of how something was asked is often as useful as the words themselves.
The moment a handoff happens, someone needs to actually notice. A desktop alert fires so a handoff doesn't sit unseen in a tab nobody has open, closing the gap between "the agent decided a person is needed" and "a person is actually looking at it."
When the agent hands over, and when it does not
A handoff isn't the agent giving up — it happens for a specific set of reasons rather than whenever the agent gets uncertain. The visitor can ask for a person outright, and the agent respects that immediately rather than trying to talk them out of it. The question itself can fall outside what the content covers, in which case handing over beats guessing at an answer nobody can stand behind. And a channel can simply be set up as human-first, in which case every conversation on it routes to a person by design, with the AI drafting replies as a copilot rather than sending them.
Outside those triggers, the agent keeps answering — a routine question doesn't need a person just because one is available, and reserving handoffs for conversations that actually need them is what keeps a team's queue meaningful instead of drowning in things the agent could already handle on its own.
Smart human handoff: frequently asked questions
What does a human agent see when a conversation is handed over?
The complete transcript, the customer's details, and an AI-suggested reply grounded in your knowledge base, ready to send or edit. Nothing has to be re-asked; the person starts exactly where the agent left off.
When does the agent hand off, and when does it keep going?
It hands off when a conversation needs a person, like the customer above whose order is late for the third time and wants a refund, and keeps handling the routine questions it can answer from your content. Every handoff carries the transcript, so the person never starts cold.
What tools does my team have inside the inbox?
An AI copilot with suggested replies, canned responses, internal notes, SLAs and CSAT, plus claim, assign and resolve on every conversation, all in the one inbox that also holds the agent's own chats.
More problems we solve
Ready to smart human handoff?
Point Evoriqa at your website and help docs, and your agent starts answering questions, capturing leads and booking appointments across every channel. Free to start, no credit card.