Human handover
Bring in your team at the right moment, with complete context.
Escalation by rule, by uncertainty, or by customer request — with the summary, the lead record, and the reason attached.
Handover
AssignedPriya NairSenior advisor
Why: Customer asked for a detailed quote comparison
Qualified lead, budget and timeline captured, conversation summary attached.
After handover
Website- Could you break down what the premium option includes?
- Team memberHappy to — I have your requirements here, so no need to repeat anything. The premium option adds…
Automation without an exit is a trap
Customers can tell when they’re stuck in a bot. Trestelo treats handover as a first-class workflow: the right conversations reach people quickly, and those people start informed instead of cold.
How handover works
A trigger fires
Your rules (topic, value, sensitivity), low confidence, or simply the customer asking for a person.
The task is created
A handover task appears in the team queue with reason, priority, and full conversation context.
Someone claims it
Claiming is race-safe — one owner, visible to everyone. Assignment rules can route directly.
The human takes over
Automated replies pause for that conversation; the team member replies in the same thread the customer started.
What you get
Configurable triggers
Escalate by topic, lead value, uncertainty, sentiment, or explicit request.
Full context transfer
Summary, captured fields, qualification state, and history — no repeated questions.
Team queue with claiming
Open handovers are visible, claimable, and tracked to resolution.
Notifications
In-app and email notifications per your rules, including after-hours routing.
Where teams use it
- Complex quotes going to senior estimators with the full picture
- Sensitive healthcare questions bypassing automation entirely
- VIP customers routed to their account owner
Human control: You decide what must always reach a person. Handover rules are configuration, and every handover is logged with its reason.
Common questions
How fast does a handover reach my team?
Immediately — the task is created and notifications fire in real time. The conversation shows as waiting-for-human until someone claims it.
Can certain topics always skip automation?
Yes. Rules can route specific topics — for example medical or legal questions — straight to a person without any automated answer.
What does the team member actually see?
The conversation summary, the reason for escalation, the captured lead details, and the full message history — in one view.
See human handover on your workflows.
Book a personalised demo and walk through your channels, qualification rules, and handover setup.