AI agents, knowledge and human handoff

Recommended routing order

1. Use an active sequence when the customer is inside a known journey.
2. Use a deterministic FAQ or intent rule for a high-confidence known answer.
3. Use tenant knowledge and an AI agent for an open-ended but answerable question.
4. Create a ticket and pause AI when a person or verified external action is required.

Prepare the knowledge base

Upload or enter only current, approved business information. Separate product facts from operating policies, include effective dates where needed, remove contradictions and review knowledge after every price or policy change.

• Never place passwords, API secrets or private customer data in general knowledge.
• State “verify before confirming” for live facts such as stock, delivery and refunds.
• Include examples of prohibited claims and mandatory handoff situations.
• Test in AI Playground before publishing an agent version.

Create an actionable handoff

A handoff should create or update a real ticket, carry the customer identity and recent concern, notify an active team member and stop the automated responder when necessary. Do not tell a customer that escalation happened unless the ticket action succeeded.