Human in the loop: handover and escalation on every channel
Moozy automates the routine and keeps a person one step away. A customer can ask for someone at any point, and your own rules decide when a conversation, a check or a payment must reach your team. The agent gets the whole history and replies on the same channel.
i need to report an accident, my car was hit this morning
I am sorry to hear that. I have opened claim MC-20418-C and noted today’s date. Accident claims go to our claims team, so I am passing you to them now with this chat attached.
Hello, this is Kabelo from claims. I have your policy and this chat open. Is anyone injured?
Illustrative workflow.
Automation handles the routine. People decide what matters.
Most conversations finish without anyone on your team touching them. The ones that need judgement, evidence or care should reach a person quickly, with nothing lost on the way.
On Moozy the handover is a step in the journey, not a live-chat tool bolted on beside it. The same rules run on WhatsApp, SMS, USSD and web chat, the same roles decide who takes over, and the same record shows what the chatbot did and what a person did.
- Customers can ask for a person at any point, in their own words or from a menu
- Your rules decide which topics, results and signals always go to your team
- The agent sees the conversation so far and what has already been collected
- Replies go back on the channel the customer is using
- Every handover is logged with its time, channel and actor
- The journey continues afterwards: a payment, a confirmation, a follow-up
How a conversation reaches a person
Some handovers are asked for. Most are automatic: a rule, a result or a signal decides that a person should step in, and the case arrives with its evidence.
| Trigger | What happens |
|---|---|
| The customer asks | “Talk to a person” on WhatsApp or web chat, a reply such as HELP by SMS, or a numbered option on USSD. The request is honoured wherever they are in the journey. |
| A topic you reserve | Complaints, clinical questions, bereavement, disputes or anything else you list goes to your team before the chatbot attempts an answer. |
| The chatbot cannot answer | A question outside your approved information is handed over with the messages so far attached, rather than guessed at. |
| A check does not pass | A failed or uncertain identity check pauses the journey and refers the case to a reviewer with the evidence. |
| A score is flagged | Advisory scoring holds anything flagged for a person. A score never approves, rejects, prices or underwrites. |
| A signal is raised | Conversations can be watched for fraud, scam and compliance signals, which are raised to a person with the evidence. |
| Retries run out | A failed collection is retried on a schedule. When the retries are exhausted, the case is escalated to a person rather than lapsing silently. |
| Your team steps in | An agent with the right role can take over any conversation at any point, whether or not a rule fired. |
Which triggers apply, and who receives each one, is configured for every journey.
What the agent receives
A handover with the history attached is the difference between a rescued conversation and a customer explaining the problem twice.
Roles decide who can take over a chat and what they can see. An agent sees the conversation. A reviewer sees the documents, the check results and the reasons for a referral.
Illustrative workflow.
The conversation so far
Every message, across channels, so the customer never repeats themselves.
What has already been collected
Form answers, documents, check results and the payment status.
The customer’s record
What your connected systems know: a policy, a balance, an appointment.
Why it was escalated
The request, the rule, the failed check, the flag or the signal, with its evidence.
The agent replies on the same channel
WhatsApp, SMS or web chat. The customer sees that a person has joined.
The journey carries on
A payment step, a confirmation or a follow-up the customer agreed to.
Recorded stepA person took overFollow-up
Configured around the way your team works
Handover rules are configured, not coded, so they change as your service does. Agree them once during setup and adjust them as you learn what customers ask.
Who handles what
Route each kind of handover to the team or person you choose, by topic, by journey or by channel.
Availability and waiting
Set when staff are available and what customers are told while they wait, including outside working hours.
Escalation rules
Choose the topics, results and signals that always reach a person, and the ones the chatbot may finish on its own.
Take over at any point
An agent with the right role can step into any conversation, whether or not a rule fired, and close it when the customer is served.
Into your ticketing and CRM
A handover can create or update a case, ticket or contact through APIs and webhooks, so your team works in the tools it already has. Explore integrations
The same on every channel
WhatsApp, SMS and web chat carry the full exchange to the agent. On USSD, a numbered option routes the customer to your team.
Measured, recorded and reviewable
Handover is where automation meets accountability, so it is measured like every other step of the journey.
- Conversations the chatbot handled and conversations handed over, and how each ended
- The time and channel of every handover, and who took it
- Referred checks, flagged scores and raised signals, with the decision and the person who made it
- Exportable for a supervisor, an auditor or an investigation
Audit trail · one handover
- WhatsAppAccident claim opened, routed to the claims team
- SystemConversation and policy attached, customer told what happens next
- AgentKabelo took over the conversation
- AgentClaim details confirmed, assessor appointment booked
- WhatsAppConfirmation sent, conversation closed
Recorded stepA person took over
Illustrative record.
Where human handover matters most
Every sector has conversations that automation should never finish on its own. The point is that they reach the right person quickly, with the file attached.
Financial services and insurance
Disputes, claims that need an assessor, referred identity checks and flagged applications go to the right officer with the case attached.
Government and public services
The citizen gets a reference they can quote. The officer gets the enquiry with the conversation attached.
Health and social services
Approved information and reminders are automated. Anything clinical goes to a health worker.
Enterprise customer operations
Routine contacts are contained. Complaints and exceptions reach an agent with the account already in view.
Frequently asked questions
Can customers ask for a person at any time?
Yes. On WhatsApp and web chat they can tap a button or simply ask. By SMS they can reply with a keyword such as HELP. On USSD a numbered option routes them to your team. The request is honoured wherever they are in the journey.
What triggers an automatic escalation?
The triggers you configure: topics you reserve for your team, questions outside the chatbot’s approved information, failed or uncertain identity checks, flagged scores, fraud, scam or compliance signals, and payment retries that run out. Your team can also step in at any point without a trigger.
What does the agent see when a conversation is handed over?
The whole conversation across channels, what has already been collected, the customer’s record from your connected systems, and why the case was escalated. Roles decide who can see sensitive items such as identity documents.
What happens outside working hours?
You set when staff are available and what customers are told while they wait. The conversation is held for your team, and the customer is told what to expect and when.
Does the chatbot make any decision on its own?
Not a consequential one. Scoring is advisory and carries its reasons. Anything flagged, failed or uncertain is held for a person, who approves, rejects or prices.
Is the handover recorded?
Yes. Every handover is logged with its time, channel and actor, alongside the conversation, consents, checks and payments, and the record can be exported for review.
Do we need a separate live-chat product?
No. Handover is a step in the same journey, on the same platform, using the same roles and the same record. Where your team works in a ticketing or CRM tool, the handover can create or update the case there through APIs and webhooks.
Related capabilities
Human handover runs through every capability of Moozy’s omnichannel customer engagement platform. See how it is used across industries.
Show us the conversations your team should own
Bring three examples: one the chatbot should finish, one it should hand over, and one that should never reach it. We will walk through how each would run on Moozy.