product-example 2 linked patterns 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.
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What this source can teach
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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. |
Comparisons supported by this source
- Escalate to human vs handoff summary vs chat interface vs review queue vs human approval gate vs recommended next action
Supports transcript summaries and escalation context for live-agent continuation.
- Handoff summary vs assignment vs summary box vs activity log
Ada documents attaching transcript summaries to handoff transcripts so live agents can understand escalation context.
Evidence Role
This source is treated as product-example evidence. Its value comes from the specific claims and setting described above.
Publisher: Ada Docs. Last checked: .