Bot to Agent Handoff in Zoho SalesIQ is the transfer of a live chat conversation from a Zobot (automated chatbot) to a human operator. The handoff preserves the complete conversation history so the operator can see everything the visitor said to the bot before taking over.
Handoffs can be triggered by: the visitor explicitly requesting a human, the bot failing to answer a query above a confidence threshold, the visitor qualifying as a high-priority lead based on collected data, or reaching a specific point in a bot flow designed to escalate to sales.
When a handoff occurs, the Zoho SalesIQ operator dashboard shows a notification with the visitor’s details and bot conversation transcript. Operators can review the context before responding, providing a smooth experience where the visitor does not have to repeat information they already gave the bot.
A handoff should trigger when the bot cannot resolve the visitor’s query, when the visitor explicitly requests a human, when a high-value lead is identified, or when a pre-defined escalation condition is met (such as the visitor spending more than 5 minutes without resolution). Timely handoffs prevent visitor frustration.
Yes. When a Zobot hands off to a live agent in Zoho SalesIQ, the full bot conversation transcript is visible to the agent in the chat window. The agent can review what the visitor asked and what the bot responded before picking up the conversation, avoiding repetition.
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