How an AI Agent Passes an Inquiry to a Member of Your Team

Can a Customer Ask to Speak with Someone on My Team?

Yes. The support flow can let a customer ask to speak with a person and explain what happens next. miHosting’s agent can also pass inquiries to your team when it does not have enough information or when a matter needs human judgment.

During setup, we agree on how to collect that request and which channel or person should receive it.

A conversation can start with AI and continue with your team

Some people only need to check your hours. Others want to explain an unusual situation or speak with the person who can prepare a quote. The service is configured to distinguish those needs and provide the right next step.

The agent identifies itself as a virtual assistant in its first message. That way, the customer knows how they are being supported and can ask to continue with a person when needed.

Context helps your team continue the conversation

If someone has already explained what they need, it helps for that information to be included when the inquiry is passed along. That is why it is useful to define what details the assistant should collect before sending it to your team.

For example, a quote request could include the service, location and an initial description of the job. A support issue might need a description of the problem and a way to contact the customer.

Those details depend on your business. The goal is to help the responsible person understand the request and assess the next step.

What to agree on before activating the service

Handoff works best when you have defined:

• Which inquiries should go to your team.
• Who receives each type of request.
• Which details should be collected first.
• How the request will be sent, based on the actions configured.
• What the customer should be told about the next step.

Notifications can use configured emails or tickets created through a compatible API, depending on the agreed process. Handoff does not by itself mean a live chat transfer or that a person will be immediately available.

Focus your team where its involvement adds value

Initial guidance and information collection can reduce time spent on repetitive questions. Your team can continue to handle decisions, unusual cases and customers who need personal support.

Give every inquiry the follow-up it needs. Learn about miHosting’s AI support and handoff or order the one-channel plan.