Draft, answer or collect context
Use AI for useful preparation without forcing automation into judgement-sensitive cases.
- AI-assisted responses
- Information collection
- Context preservation
Agent Inbox & Human Handoff
Keep the AI for the routine part. Keep judgement with a person.
Good AI support does not automate every case. Agents still need the context, evidence and controls to take over cleanly.
Agent Inbox & HandoffConversation context preserved
Operational viewIllustrative solution interface
AIDraft / answer where appropriate
The assistant can prepare information while respecting the handoff and action boundary.
HandoffEscalate with context
The agent receives the customer's question, conversation history and relevant knowledge.
ActionExecute before claiming success
Submitted, booked or sent should only be stated after the workflow completes.
AI→Escalate→Agent→Execute
Human control
Decide the handoff rule before you automate more of the journey.
Define what AI may answer, what requires agent review, what needs explicit confirmation and what must be executed through an authorised system.
Handoff with context intact
The agent should see what the customer asked, what was already discussed and the relevant business knowledge.
- Conversation history
- Intent/topic
- Relevant evidence
Separate claims from execution
Completion should only be stated after the underlying workflow confirms the action succeeded.
- Confirmation
- Execution status
- Audit trail
Handoff path
The customer should not have to restart the conversation.
When a person takes over, the context that made the AI response useful should travel with the conversation.
Understand request
Interpret the question and preserve topic/context.
Retrieve knowledge
Attach relevant evidence where useful.
Transfer context
Move the conversation to the appropriate human workflow.
Agent judgement
The agent approves, changes or continues the response.
Confirm outcome
Only claim success after the real workflow completes.
Agent experience
Handoff quality affects both customer experience and operational efficiency.
Human handoff is part of the design, especially where context, approval, judgement or accountability matters.
ContextPass conversation history, topic and relevant knowledge.
OwnershipMake it clear when the human workflow has taken responsibility.
AuditRecord important decisions, confirmations and execution outcomes where required.
Automation boundary
Map what AI may answer, what needs approval and what must go to a person.
That boundary is the foundation of a safe and useful agent workflow.