Job bot-handover-to-a-person-with-the-conversation-attached · revised 12 October 2026
Make sure your bot hands customers to a named person with the whole conversation attached
Each listed trigger sends the customer to a named person or queue with the full conversation and a tag, and the out-of-hours message states only hours you can keep.
You might be seeing
- Customers repeat the same message and the bot repeats its answer
- A person receives a handover with no conversation attached
- The out-of-hours message promises a reply you cannot give
No passwords, keys, card details or admin invites needed to start.
What usually happened
A bot that cannot let go leaves a customer in a loop, and a handover that arrives without the conversation makes the customer start again. Promises about a reply time that nobody can keep make it worse.
Who it’s for: Owner or support lead whose bot traps people in a loop or hands over with no context.
Usually starts when: A customer complains they could not reach a person, or a colleague receives a handover with no history and asks the customer to start again.
The result: Each trigger on your written list sends the customer to a named person or queue with the whole conversation and the right tag attached. The out-of-hours message shows only hours you can keep, and a way to reach a person is visible in every state we test.
Check whether this job fits
Answer these without sending chats, tickets, files or logins. Nothing is submitted unless you choose to contact us.
What you get
- The written trigger list
- The handover rules as configured in the sandbox
- The out-of-hours message
- The 20-case results with transcripts
- The failure list
Included
- One bot and one named queue or inbox on one platform
- A written trigger list: asks for a person, two failed answers, refund, legal, safety, payment, repeat contact and any VIP rule you set
- The rules configured in a sandbox for you to apply, and an out-of-hours text
- 20 scripted handover cases run in the sandbox, with results
Not included
- Staffing the queue or promising a reply time
- Answers from the bot: see the chatbot and test pack jobs
- Applying the rules in your live bot: you do that
- Voice or phone handover
- Any claim about how many chats are handed over or settled
How we know it’s done
Agreed with you before work starts. Each check produces evidence you keep.
All 20 sandbox cases land in the named queue with the whole conversation and the right tag (20 of 20 shows a true rate of at least 86% with 95% confidence, so this is a smoke test of cases we script, not a rate for future chats); 5 of them are chosen by you and unseen by us until the final run.
Evidence: The 20-case table showing where each landed, with the 5 held-back cases marked.
The out-of-hours message shows the real hours you confirmed and no reply-time promise.
Evidence: The message text beside your confirmed hours.
The control to reach a person is visible in each state tested: first message, after one failed answer, after two, and outside hours.
Evidence: One screenshot per state.
Any case that fails is listed with its cause, and a severe failure (customer stranded with no route to a person) is fixed and retested before sign-off.
Evidence: The failure list and the retest result.
Sign-off. You read the 20-case table and the screenshots, apply the rules yourself and sign off in writing. Payment follows sign-off.
If it fails. If a case still fails after one retest, we hand over the list of open failures and you decide whether to stop or agree a re-quote.
When it fits, and when we stop
It fits when
- A human queue exists and is staffed for some stated hours
- The bot platform supports handoff to a queue or inbox
- You can give us a sandbox or test workspace
- A named person on your side owns the trigger list
We stop and tell you if
- Nobody is available to receive handovers
- You want a response-time promise on the page that you cannot keep
- Only production access is available
What could go wrong
Everything is built and tested in a sandbox. Your live bot and queue are unchanged until you apply the rules, and the old settings can be restored from the copy you saved before applying the rules.
Scroll the table sideways to read it all.
| Risk | How we handle it |
|---|---|
| The customer is told a person will reply when nobody is there | The out-of-hours message states only the hours you confirm, and no reply time is promised. |
| A handover arrives without the conversation | Each of the 20 cases must show the whole conversation and the tag in the receiving queue. |
| A trigger is missed because it was never listed | The list is reviewed by your named person, and a missed case found later is added to the cases and never removed. |
| A customer says something that instructs the bot to ignore the rules | Two hostile cases are in the 20, and a failure is listed as severe. |
A separate automated reviewer checks the trigger list, the 20 results and the out-of-hours wording before hand-over, and your named person on your side marks the sample and decides what goes live. No human supervisor is included unless your agreement names one. At launch the work is largely automated, and we say so.
How we deliver
We arrange the work and independent review, then show you the result against the agreed checks. You keep authority over your systems.
- Agree the trigger list, the queue, the hours and the 20 cases in writing
- Configure the handover rules and the out-of-hours text in the sandbox
- Run the 20 scripted cases and record where each one landed
- Check the way to a person is visible in every state tested
- Independent automated review of the results; your person checks 5 cases
- Hand over the rules and results for you to apply to your live bot
This is a one-off job, not emergency cover or a subscription. We confirm eligibility, the total price, a start window and a delivery date before you accept. Work starts only after agreed inputs, secure access and any needed permissions are in place. Model usage for our build and tests is included in the price; charges on your own platform account, including per-conversation fees after go-live, are yours. An enquiry creates no charge or booking.
Need to keep it working?
The monthly bot check re-tests every handover trigger; ask about it.
Ongoing work is separately scoped and quoted: no monitoring, response-time guarantee or automatic subscription is included in this job.
Explore an ongoing managed lane, or mention the responsibility you need in your enquiry.
What you can check
This is a new service. We have not delivered this job for a client yet.
Other ways to get this done
- Many bot platforms have a toggle for "talk to a person". Switch it on, then try it from a phone as a customer would.
Questions
Do you staff the queue?
No. A person on your side must receive handovers. If nobody can, this job stops.
Can the page promise a reply time?
Only if you can keep it. We write the out-of-hours message with just the hours you confirm.
Is this the same as the bot test pack?
No. The test pack asks whether answers are right. This job checks that a customer reaches a person with the conversation attached.
Send an enquiry
Send us
- The bot platform and the queue or inbox that should receive handovers
- The hours someone is there to answer
- The triggers you can think of
- No customer data, logins or keys in the first enquiry
Later, once you agree
- Admin access to a sandbox or test workspace that you create and can revoke
- A named person and a test queue that receives the sandbox handovers
- Your approved trigger list, with 5 of the 20 cases chosen by you and unseen by us until the final run
You keep the bot, the queue and every login. We work in a sandbox, change nothing live and take no customer records. You apply the rules to your live bot and hold the off switch.
Email fallback: open your mail app
If website submission is unavailable, review and send the fallback email yourself. An email fallback is not a website receipt. Or write to hello@syntheticindustry.ai with “bot-handover-to-a-person-with-the-conversation-attached” as the subject.