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When should AI hand off to a person?
Handoff rules should be explicit rather than left to chance. Common triggers include:
- Refunds and anything that returns money to a customer.
- Upset customers and complaints where empathy matters.
- High-priority or VIP customers.
- Custom discount approvals, wholesale or partnership requests.
- Safety, health or legal questions.
- Any question the AI can’t answer confidently from store data.
What makes a handoff good?
- Honesty. The customer is told a person will help, and roughly when.
- Context. The team receives the whole conversation, order details and what’s been tried.
- Continuity. After hours, contact details are captured so the conversation continues cleanly.
Why does it matter?
Handoff is where automated support most often loses trust. Done well, it makes AI and people feel like one team. It’s also a core security control, keeping humans in charge of critical decisions. See AI Agent Security.
How Yep AI uses it
Yep AI Agents escalate refunds, high-priority customers and custom discount approvals to your team with the full conversation attached. You decide which situations always go to a person. Learn more in How to Automate Shopify Customer Service Without Losing the Human Touch.
