1) Let the agent answer safely
It answers routine questions using grounded knowledge.
Human Handoff
Your agent resolves the easy stuff. Your team handles the rest.
SupportHQ is built for human handoff: the agent answers routine questions fast, and escalates cases to your team with context so customers don't get bounced between replies.
- Seamless handoff to your team
- Full conversation history included
- Escalation alerts by email, Telegram, or SMS
- Escalates when confidence is low or tone matters
Designed to reduce "repeat yourself"
When handoff happens, your team doesn't start from scratch. SupportHQ keeps the conversation context so your next response is fast, accurate, and consistent.
Routine answers stay automated
The agent handles common questions using your knowledge base.
Complex issues get human review
The agent escalates the cases that need a person to resolve, and steps back the moment a teammate replies.
How it works
Escalation that your team can trust
A clear workflow from agent to team.
2) It detects the need for handoff
It escalates when a case needs human judgment, writing its own reason, urgency, and summary.
3) Handoff with full context
Your team gets alerted, sees the conversation history, and can respond immediately.
FAQ
When should the agent escalate to a person?
It escalates on its own when confidence is low, when a customer asks for a person, or when your trigger conditions match. It writes its own reason, urgency, and summary for your team.
Will the customer have to repeat themselves?
No. Handoff keeps conversation context so your team can respond without asking the customer to start over.
Is this meant to reduce workload?
That's the goal. Let the agent handle routine requests and let your team focus on the complex cases. The moment a teammate replies, the agent goes quiet on that conversation.