Staff handover guide
When staff should take over from your AI assistant
A practical guide for business owners and staff in Malaysia, whatever your business: recommended working practices for deciding when a person should step in from your AI assistant. This page is a guide, not a live transfer button, and the demo on our homepage does not notify anyone.
Keep the assistant to approved information
Let the assistant answer only from your approved products, services, prices and business policies. Anything outside that should go to a person.
When staff should take over
- The customer asks for a person. Hand over straight away, without trying to keep them in the chat.
- The answer is missing or uncertain. If it is not in your approved products, services, prices or policies, the assistant should not guess.
- Repeated misunderstanding. If the customer has to rephrase more than once, a person will usually resolve it faster.
- Complaints, refunds or payment disputes. These need judgement and a record kept by a named team member.
- Custom quotes or discount exceptions. Only staff should agree prices that are not on your approved price list.
- Booking changes or unconfirmed slots. Rescheduling, cancellations, or any time that is unavailable or not yet verified in your diary.
- Sector-specific judgement calls. For example a salon client asking about allergies or reactions, a buyer asking about a car's financing approval, a tenant asking about a contract clause, or a parent asking whether a class suits their child. Staff should respond personally and not give assurances the business can't stand behind. If someone describes urgent danger, tell them to seek urgent help.
A clear manual handover workflow
- Acknowledge without guessing. Let the customer know a team member will check, rather than offering an answer that may be wrong.
- Collect only what is needed. Name, contact details, the service, preferred time and a short description of the issue.
- Assign a named staff member. Record who owns the case, the next action and the callback time agreed with the customer.
- Review before promising. Staff read the conversation and your approved policy, and confirm availability before committing to anything.
- Mark pending or resolved. Keep the case clearly marked as pending until it is resolved, so nothing is forgotten or handled twice.
- Avoid duplicate replies. If your workflow can pause automated replies while staff handle a case, use it. Otherwise, coordinate manually so the customer does not get mixed messages.
- Resume routine assistance. Return to normal automated help only once the case is resolved.
Suggested reply
"A member of our team needs to check this before I can confirm. What is the best way to contact you?"
Handover checklist
- Customer acknowledged, no guesses made
- Name, contact, service, preferred time and issue noted
- Named staff member assigned with next action
- Callback time agreed with the customer
- Conversation and approved policy reviewed
- Availability confirmed before any promise
- Case marked pending or resolved
- Routine assistance resumed only after resolution