SMS Handoff: Route Text Conversations to a Human Operator
When the SMS agent cannot handle a request or detects a high-intent signal, route the conversation to a live human operator in the unified inbox. The operator sees the full SMS history before responding.
How It Works
Define handoff rules in the SMS agent settings — keywords, sentiment signals, or a visitor request to speak with a human. When triggered, the conversation appears in the operator queue in the unified inbox.
- Keyword-triggered handoff
- High-intent signal detection
- Visitor-requested handoff
- Conversation appears in unified inbox queue
- Operator sees full SMS history on handoff
- Agent resumes if no operator accepts within timeout
Who Uses This
Complex service requests
Route customers who describe a complex or unusual problem to a human who can handle it properly.
Sales escalation
Hand off high-intent SMS leads to a sales rep immediately instead of letting the AI qualify further.
Complaint handling
Detect frustrated customers and route to a human before the situation escalates.
Frequently Asked Questions
Does the operator see what the customer said before the handoff?
Yes. The full SMS thread is visible to the operator in the unified inbox.
What happens if no operator is available?
The agent can resume or send a message letting the customer know someone will follow up.