Quick answer
To handle Chatbot handoff, confirm the input/format and output requirements, then follow the steps and verify the result. Handoff should carry context, not restart the conversation.
Why it matters
Defining the output first avoids finishing before discovering the format/size/quality is wrong.
Pass intent, order and attempts at handoff.
Step by step
- Define QA goals and observable behaviors before building a giant scorecard.
- Stratify samples by shift, channel and risk so they represent real problems.
- Calibrate scoring boundaries before ranking or performance decisions.
- Attribute issues to knowledge, process, system or people before choosing fixes.
Common mistakes
- Scoring without calibration makes managers incomparable.
- Sampling only easy tickets biases the result.
- Using QA as punishment makes agents hide context.
- Looking only at CSAT while ignoring resolution and rework.
Checklist
- Scorecard has behavioral anchors.
- Sampling has stratification rules.
- Calibration records disputed samples.
- Issues have owners and review dates.
Key facts
- Pass intent, order and attempts at handoff.
- Define triggers: sentiment, amount, permissions, failure count.
- The bot should not pretend to handle out-of-scope requests.
FAQ
How do I handle Chatbot handoff?
To handle Chatbot handoff, confirm the input/format and output requirements, then follow the steps and verify the result. Handoff should carry context, not restart the conversation.
How long does it take?
Usually 1-3 minutes; for intermittent issues, run 30 seconds and retest elsewhere.
Is data uploaded?
Runs locally and does not upload video/audio; extensions may still read the page.
Source: Intercom handoff