Human handover
A human handover passes a conversation, decision or task from an automated process to a responsible person. It should include the context needed to continue, the reason for escalation and the next action. Depending on the setup, that can be a live transfer or a recorded callback request. The distinction matters to the caller.
Why it matters for your business
Handover is essential when the request is unclear, sensitive, outside the agreed rules or requires a judgement the system cannot make. It protects both the customer experience and the team's decision rights.
A business example
A frustrated customer asks to discuss a previous job. The receptionist records the concern and routes it to the named service owner.
Illustrative example.Your next step
Name the situations that require a person and test the route each one should take.
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