Live handoff

The best automated support knows its limits. Vivollo's agent handles the routine tirelessly, but when a conversation needs a human — a tricky complaint, a high-value customer, a request the AI can't safely fulfill — it hands off. Done well, the customer barely notices the seam.

This page explains how that handoff works, and how to make it feel seamless.

How a handoff begins

A handoff can start in two ways:

• The AI decides. Mid-conversation, the agent recognizes it's out of its depth or that the customer asked for a person, and it triggers a handoff — always with a short written reason so your team knows why before they even open the chat.
• Your flow routes it. You can build a handoff directly into a flow — for example, sending every refund over a certain amount straight to a human.

The moment a handoff is requested, the conversation is flagged for your team and appears in the inbox in real time. A good pattern is to send the customer a quick note first — "Let me bring in a teammate" — so the pause feels intentional, not broken.

What the human receives

This is where Vivollo's handoff shines: your teammate inherits the entire context, not a cold "new chat."

When they open the conversation, they see:

• The full thread — every message so far, including what the AI already tried.
• Everything the agent learned and remembered about the customer.
• The context panel — who the visitor is, where they are, what they browsed.
• The reason the handoff happened.

Nobody has to ask the customer to repeat themselves. The human picks up exactly where the AI left off, already knowing the story.

Taking over

Your teammate takes over simply by replying. From that point, the AI steps back and the human is leading the conversation. They reply, attach files, tag, assign — all the inbox tools — while the automation stays out of the way.

The conversation's handoff state makes this visible to the whole team: it moves from requested, to a human is engaged, to finished — so everyone can see at a glance who's on it.

Handing back to the agent

A handoff doesn't have to be permanent. Once the human has done their part, the conversation can return to automation — useful when a person resolves one specific thing and the agent can take it from there, or when you simply want the flow to wrap up and resolve cleanly.

You're always in control of whether and when that happens; the conversation remembers where it was so the flow can resume sensibly.

Routing to the right person or team

A handoff has to land somewhere. You have options:

• Assign to a specific teammate with the Assign User action — perfect for a VIP's account manager.
• Route to a team or group in a connected help desk like Connexease, via the Integration actions.

Either way, the context travels with the conversation, so wherever it lands, the person who picks it up is ready.

Why it matters

Handoff is the moment automation and humans either cooperate or collide. When it's smooth — full context, no repetition, a clear reason — customers get the best of both: instant help from the AI and a real person exactly when it counts. That blend is the whole point of Vivollo.