When the bot can't help, hand off to a human — RichAutomate Agent Handoff routes the conversation to a live agent inbox with full context preserved. Configurable per-team routing, priority levels, auto-tagging, and a customer-facing message. Built for Indian D2C, fintech, healthcare, EdTech support stacks.
What Agent Handoff does
Drop the Agent Handoff node at the end of a flow branch (typically the AI Chatbot Fallback / Escalate handle, or the No Match branch of an AI Pathway). The node sends a customer-facing message ("Connecting you to a live agent..."), pauses the bot, routes the conversation to the assigned team's live-chat inbox with priority + auto-tag, and stays silent until an agent closes or re-enrols the contact.
Real Indian cohort numbers
| Metric | Manual escalation | RichAutomate Agent Handoff |
|---|---|---|
| Median time-to-agent-pickup | 14 min | 2.4 min |
| Context loss at handoff | 38% | 0% (full thread preserved) |
| Customer NPS at handoff | +12 | +58 |
| Repeat-issue rate (T+30) | 22% | 9% |
Use cases
- AI Chatbot fallback — when LLM confidence drops or user explicitly asks for human.
- Sensitive flows — complaint, refund dispute, fraud claim, medical query.
- High-value sales — enterprise demo request, custom-quote ask, partnership inquiry.
- Multilingual fallback — when AI confidence in a regional language drops, route to language-skilled agent.
- Tier escalation — Tier-1 agent → Tier-2 specialist → manager.
How it works (3 steps)
- Drag Agent Handoff node at any flow exit branch.
- Configure message + team + priority + auto-tag.
- Agent picks up in Live Chat inbox with full thread context.
Live agent features
- Full conversation thread + customer profile + tag history + attribute values
- Quick-reply snippets per team
- Internal notes (visible to agents only, never sent to customer)
- Multi-agent assignment + transfer between teams
- Resolution categorisation + post-chat survey trigger
- SLA timers + escalation alerts
Pricing
Agent Handoff node + Live Chat inbox included in every RichAutomate plan starting ₹999/month. Per-agent seat pricing optional for teams > 5 agents.