Bravin AI

Introduction

A well-configured handoff system ensures customers receive the right level of support at the right time. This guide covers when and how to transfer conversations from AI to human agents.

Why Handoffs Matter:

Prevents customer frustration
Handles complex issues effectively
Maintains high satisfaction scores
Balances automation with human touch

When to Trigger Handoff

Automatic Triggers:

Explicit Request
- Customer says "speak to a human"
- Keywords: "agent", "representative", "manager"
Confidence Threshold
- AI confidence < 60% for 2+ messages
- Can't find relevant answer
Sentiment Detection
- Negative sentiment detected
- Frustration or anger indicators
- CSAT feedback < 3 stars
Specific Topics
- Refunds or cancellations
- Legal or compliance questions
- Security or account access issues
- VIP customers
Time-Based
- Conversation exceeds 10 minutes
- 15 message exchanges
- Multiple unresolved follow-ups

Configure which triggers are active in Settings → Handoff Rules. Not all triggers suit every business.

Configure Handoff Rules

Step 1: Access Settings Go to Settings → Handoff Rules

Step 2: Enable Triggers Select which conditions should trigger handoff:

Example Configuration

{
  "handoff": {
    "explicitRequest": {
      "enabled": true,
      "keywords": ["human", "agent", "representative", "real person"]
    },
    "confidenceThreshold": {
      "enabled": true,
      "threshold": 0.6,
      "consecutiveMessages": 2
    },
    "sentiment": {
      "enabled": true,
      "triggerOn": "negative",
      "threshold": -0.7
    },
    "topics": {
      "enabled": true,
      "list": ["refund", "cancel", "legal", "security"]
    }
  }
}

Contextual Escalation

Passing Context to Operator: When handoff occurs, the agent should provide context:

Operators see full conversation history in the dashboard, so they're never starting from scratch.

Handoff Message Template

I'm connecting you with one of our specialists who can better assist with your [specific issue].

📋 Summary:
• Customer: [Name]
• Issue: [Brief description]
• Previous discussion: [Key points]
• Sentiment: [Neutral/Positive/Negative]

Typical wait time: 2-3 minutes

SLA and Business Hours

Configure Time Windows:

1. Business Hours

Set your support team's working hours
Different hours for different channels
Holiday schedules

2. After-Hours Behavior Choose what happens outside business hours:

Queue for next business day
Escalate to on-call operator
Send email notification
Provide callback option

If you promise < 5 minute response time, ensure you have enough operators to meet this during peak hours.

SLA Configuration

{
  "sla": {
    "businessHours": {
      "timezone": "America/New_York",
      "monday": { "start": "09:00", "end": "18:00" },
      "tuesday": { "start": "09:00", "end": "18:00" },
      "wednesday": { "start": "09:00", "end": "18:00" },
      "thursday": { "start": "09:00", "end": "18:00" },
      "friday": { "start": "09:00", "end": "18:00" },
      "saturday": null,
      "sunday": null
    },
    "responseTime": {
      "target": 300,
      "maximum": 600
    },
    "afterHours": "queue"
  }
}

Operator Notifications

Notification Channels:

Dashboard Alert - Real-time pop-up
Email - For queued conversations
Slack/Teams - Instant messaging
SMS - For urgent escalations
Mobile App - Push notifications

Setup: Go to Settings → Notifications

Choose channels per operator
Set priority levels
Configure escalation path (if primary operator doesn't respond in X minutes, notify secondary)

Use different notification types for different urgency levels. SMS for VIP customers, Slack for standard handoffs.

Handoff Best Practices

1. Clear Communication

Tell customer they're being transferred
Set expectations (wait time)
Thank them for patience

2. Seamless Transition

Provide full context to operator
No need for customer to repeat themselves
Maintain conversation thread

3. Quality Control

Monitor handoff rate (target: < 30%)
Review handoff reasons weekly
Identify patterns to improve AI training

4. Feedback Loop

Ask operators why handoff was needed
Use insights to train AI better
Update knowledge base gaps

5. Fallback Options

Always provide phone number/email
Don't leave customers in limbo
Set maximum wait time alert

Companies with optimized handoff systems see 25% higher CSAT scores than those with poorly configured escalation.

Handoff to Operator: Rules and SLA

Introduction

When to Trigger Handoff

Configure Handoff Rules

Contextual Escalation

SLA and Business Hours

Operator Notifications

Handoff Best Practices

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Next Steps

Measure Handoff Performance

Reduce Handoffs with Training