Trust and data
Designing a contextual human handoff
Pass the request, evidence, and next decision without restarting the conversation.
Define the triggers
Require a handoff when information is insufficient, sources conflict, a sensitive decision is needed, or the customer asks for a person.
Pass an actionable record
The handoff should include the original request, answers already given, sources consulted, relevant Shopify context, and the exact reason for transfer.
Name the next decision
The person taking over should know what remains to be verified or decided. A useful summary speeds up the transition without hiding the full history.
Close the loop
Frequent handoffs may reveal a missing source, an overly strict rule, or a topic that should remain human. Use them to improve the framework.
Steps in the application
- In assistant configuration, define handoff situations and messages.
- Check that an authorized person or team can take over the relevant inbox.
- Test a sensitive request and a question without evidence in assistant tests.
- In the handed-off conversation, read the history and handoff reason before replying.
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