Human handoff routing by channel type in Customer Agent

The first word on the screen was human, which is where we had to start, and it is the only way to talk about human agents and AI agents in any kind of clear way; you cannot say rep handoff anymore. The update is not about setting up the agent's chat or email experience, which is what most customer agent conversations are about. It is about what happens when a conversation needs to go to a person, and letting chat and email behave differently when it does.

Or, as I like to say, synchronous conversation versus asynchronous conversation. Put the humans in when there is a synchronous conversation wanted on the other side. So often we try to force synchronous conversations through email, which is not what it is built for, and we have chat, so the optionality here makes a ton of sense. Most folks have to think through those two motions more carefully before they can ask AI to know which way to go, and if you are excited about getting customer agent involved, that thinking is the work. It might also leave you with your communication processes documented better than they were.