product-example checked
Zendesk Help: Managing conversation handoff and handback
Documents messaging conversation handoff and handback, including actions that change the first responder between an AI agent and a live agent.
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 AI-to-live-agent handoff, handback, and first-responder changes. |
| 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. | Zendesk documents conversation handoff and handback between AI and live agents. |
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: Zendesk Help. Last checked: .