Can the bot hand off to a human?

Yes—Heavy Duty Advertising’s chatbot is designed with a seamless and thoughtful handoff process that protects user experience and maintains trust. When the bot encounters a conversation it can’t handle (like a frustrated user, technical questions, or keywords such as “talk to a human”), it triggers an escalation. At this point, your team is instantly notified, with the full conversation, context, and customer details ready for prompt action.

Smart systems channel conversations based on carefully defined triggers—not just keyword matches, but also situations like repeated misunderstandings or negative sentiment. This ensures escalations happen at the right moment—when a human touch is needed most—rather than being a fallback only after the bot has failed.

During the handoff, conversation history, user intent, and relevant metadata are passed directly to the human agent in a unified interface, ensuring they don’t have to ask the customer to repeat themselves. This transparent transition prioritizes context and empathy, so customers feel heard and agents can step in effectively.

We also prioritize UX design during the escalation. While waiting for the handoff, customers receive clear feedback—like queue position or estimated wait time—to reduce anxiety and prevent feelings of abandonment. This thoughtful design approach keeps frustration low and satisfaction high.

A well-designed handoff elevates your chatbot from a basic messaging tool to a customer experience partner. At Heavy Duty Advertising, providing a seamless handoff isn’t just a feature—it’s a core design principle that delivers efficient automation without sacrificing trust or convenience.