{"id":2006,"date":"2024-01-23T20:31:27","date_gmt":"2024-01-23T20:31:27","guid":{"rendered":"https:\/\/piyion.com\/?p=2006"},"modified":"2026-11-03T19:00:15","modified_gmt":"2026-11-03T19:00:15","slug":"conexion-perfecta-del-chatbot-a-la-asistencia-humana","status":"publish","type":"post","link":"https:\/\/piyion.com\/en\/2024\/01\/23\/conexion-perfecta-del-chatbot-a-la-asistencia-humana\/","title":{"rendered":"From Chatbot to Human Support"},"content":{"rendered":"

Improve the handoff from a chatbot to the sales team<\/h2>\n

Routing determines which person or team receives a customer conversation. A useful process considers the type of request, agent skills, availability, workload and the urgency of the customer\u2019s situation.<\/p>\n

The handoff should carry the context already collected by the chatbot. Customers should not have to start again simply because the conversation moves to a person.<\/p>\n

Define routing criteria<\/h2>\n

1. Match the enquiry with relevant skills<\/h3>\n

Identify which agents handle sales, technical support or other service areas. Use the nature of the request to direct it to the appropriate team. Avoid sending a customer through several teams when the initial information is enough to choose a destination.<\/p>\n

2. Set clear priorities<\/h3>\n

Define how urgent requests and active sales opportunities should be handled. Use relevant customer context and the current stage of the conversation, while keeping service expectations clear for everyone.<\/p>\n

3. Account for workload and availability<\/h3>\n

Distribute conversations so that one agent does not become a bottleneck. Decide what happens when the preferred agent is unavailable and how pending work is handed over at the end of a shift.<\/p>\n

What should a good handoff achieve?<\/h2>\n