A practical starting point
Work through these checks in order. Use the results to decide what needs to change in your own workflow.
- Define escalation triggers such as conflicting evidence or sensitive decisions.
- Prepare a concise summary with relevant sources and attempted steps.
- Route the case to a responsible person or queue.
A billing dispute may need a human decision even if the assistant can gather the transaction history.
A mistake to avoid
Do not make the customer repeat information already collected appropriately.
How to check progress
Measure handoff completeness and the time to human resolution.
Your action checklist
Use this checklist while reviewing your own setup. Checkmarks are temporary and stay in this open page.
Need the wider workflow?
This quick note covers one decision. For a worked example, decision table and a fuller implementation workflow, read Choosing an agent when a workflow is not a fixed script.
Further reading
Official background resources for this topic. The workflow above is general guidance, not a guarantee of a particular result.
AI-assisted editorial content. Examples are illustrative, not client case studies. Read our editorial policy or report a correction.