product-example checked
Ada Docs: Zendesk Chat Handoff usage
Documents AI-agent-to-live-agent handoffs, transcript summaries attached to handoff transcripts, customer context, conversation reason, escalation context, and live agent continuation.
Pattern Decisions This Source Supports
| Pattern | Supported decision | Required contract | Claim note |
|---|---|---|---|
| Escalate to human | Choose escalate to human when users need a route from AI, automation, chatbot, self-service, or failed recovery to a human channel or queue. | The escalation action names the human destination and whether it is live, asynchronous, specialist, supervisor, emergency, or review-only. | Supports transcript summaries, escalation context, and live-agent continuation. |
| Handoff summary | Choose handoff summary when the user's task is to take over work or continue a conversation, case, incident, ticket, patient, workflow, or agent session from someone or something else. | A handoff summary is tied to a named source object and transfer event, not an orphan note. | Ada documents transcript summaries for live-agent handoff context. |
Evidence Role
This source is treated as product-example evidence. Use it to validate the decision rules above, not as a visual style reference.
Publisher: Ada Docs. Last checked: .