Human Handoff
AI Handles the Volume. Humans Handle the Nuance.
Automatic handoff when the AI is not confident, when sentiment drops, or when customers ask for a person. Agents get full context so customers never have to repeat themselves.
Corebee Human Handoff ensures no customer gets stuck talking to an AI that cannot help them. Three trigger types, confidence thresholds, sentiment detection, and keyword triggers, automatically route conversations to human agents with full context. The transition is controlled: agents see the entire conversation history, AI analysis, and suggested responses.
Key Capabilities
Everything you need from human handoff, built into one platform.
Confidence-Based Triggers
When the AI confidence score drops below your configured threshold, the conversation is automatically routed to a human agent. The threshold is customizable, so you control the balance between automation and human oversight.
Sentiment Detection
Real-time sentiment analysis detects when a customer becomes frustrated or upset. Negative sentiment triggers an automatic handoff before the situation escalates, ensuring empathetic human support when it matters most.
Keyword Triggers
Define keywords or phrases that always trigger a human handoff. Common examples: "speak to a person," "cancel my account," "legal," or "urgent." These override confidence scoring for critical topics.
controlled Context Transfer
When a conversation is handed off, the human agent sees the full chat history, the AI analysis and confidence scores, the knowledge base articles that were referenced, and a suggested response. No context is lost.
Customer Communication
During handoff, the customer receives a clear message that a team member is joining the conversation. Estimated wait times and queue position are communicated transparently so customers know what to expect.
How It Works
Get up and running in minutes, not weeks.
1
AI Detects Handoff Need
The AI continuously evaluates each conversation for handoff triggers: low confidence, negative sentiment, or keyword matches. When any trigger fires, the handoff process begins automatically.
2
Customer Is Notified
The customer receives a polite message explaining that a team member will be joining the conversation shortly. If your team is offline, the AI sets expectations for the next available response time.
3
Agent Receives Full Context
The conversation appears in the agent inbox with the complete chat history, the AI analysis explaining why it was escalated, the relevant knowledge base sources, and a suggested first response.
4
Agent Takes Over
The agent reads the context, picks up the conversation, and resolves the issue. The AI steps back but remains available: agents can ask the AI for suggested responses or knowledge base lookups within the same conversation.
Use Cases by Industry
See how teams in your industry use human handoff.
SaaS / Software
A SaaS company configures keyword triggers for "cancel," "downgrade," and "refund." These high-value conversations are immediately routed to a retention specialist with the AI analysis of the customer concerns, leading to a 30% improvement in save rates.
Fintech
A payment processor uses sentiment detection to catch frustrated customers within 2 messages. Agents receive the conversation with a sentiment timeline showing where frustration started, enabling empathetic and informed responses.
Healthcare Tech
A telehealth app configures keyword triggers for medical terms and compliance-sensitive topics. The AI never attempts to answer health-related questions; instead, it immediately connects the patient with a qualified support agent.
How Corebee Compares
Why teams switch to Corebee for human handoff.
Many AI chatbot solutions treat handoff as an afterthought: the bot fails, the customer clicks "Talk to a Human," and an agent starts from scratch. Intercom Fin passes basic context but does not include confidence analysis or sentiment history. Zendesk transfers require manual routing configuration for each intent. Freshdesk Freddy AI lacks sentiment-based triggers entirely. Corebee human handoff is purpose-built with three trigger types, full conversation context including AI reasoning, and agent co-pilot features. The result is zero repetition for customers and faster resolution for agents, all at the same flat $99/month.
Frequently Asked Questions
Common questions about human handoff.
What triggers a human handoff?
Three types of triggers can initiate a handoff: (1) confidence-based triggers when the AI is not confident in its answer, (2) sentiment detection when a customer shows signs of frustration, and (3) keyword triggers when specific words or phrases are detected. You can configure all three independently.
Does the customer know they are talking to an AI?
Yes. Corebee is transparent by default. AI responses are identified as coming from the AI assistant, and the transition to a human agent is clearly communicated. Transparency builds trust and sets proper expectations.
What context does the human agent receive?
The agent receives the complete conversation history, the reason for escalation, confidence scores for each AI response, links to the knowledge base sources used, customer contact information, and a suggested first response.
Can the AI assist the human agent during the conversation?
Yes. After handoff, agents can ask the AI for suggested responses, search the knowledge base, and view related conversations, all from within the conversation view. The AI becomes a co-pilot rather than the primary responder.
What happens if no agents are available?
If no agents are online, the AI communicates expected response times and offers to collect the customer contact information for follow-up. The conversation is queued in the inbox for the next available agent. Optionally, you can configure offline auto-responses.
Ready to try Human Handoff?
Get started today. $99/mo flat — 30-day money-back guarantee.