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A context-rich handoff should combine conversation history with structured operational data. The human agent should be able to understand what happened, what has already been attempted, what the customer expects, and what action is required next.

Escalation should not depend only on a customer typing words such as “human” or “agent.” Those requests should be respected, but the bot should also detect situations where automation is no longer appropriate.

The most effective approach is to design the handoff as part of the conversation workflow rather than adding it after the bot has been launched.