The worst experience is retelling the story twice. Good handoff transfers context, not an empty thread.
Bot to human
Intent summary + captured fields + escalation reason.
Agent to agent
Explicit assignment, status tag, and a short note before leaving.
After resolution
Close or consciously re-enable automation; never leave chats ownerless.
Operational detail for this topic
When applying “Team Handoff Best Practices” in ChatLik, start with one channel and one measurement path for a week before scaling. Related categories (inbox, customer-service) guide where internal links and reports belong. Document who owns copy/template edits so human replies never fight automation.
Peak-hour scenario
Peak hours mix public comments, DMs, and WhatsApp asks. Practical order: short auto replies for FAQs, Inbox assignment for judgment cases, and pause automation on those threads to avoid conflicting answers. After the peak, review the path for team handoff best practices and rewrite only the two weakest replies.
What to review after seven days
- Did first-reply time drop in peak hours?
- Did serious chats rise — not only noisy comments?
- Any complaints from inaccurate automated promises?
- Are templates and prices still aligned with the live offer?
Hard limits
Do not broadcast widely before testing the template on a sandbox number. Do not leave stale prices in comment or WhatsApp templates. Do not rely on automation alone for harsh complaints or refunds.
FAQ
Are tags enough without notes?
Tags filter; notes carry essentials tags cannot express.
Action plan
- Define tag states
- Train a standard handoff line
- Review stuck chats daily
Related: Unified inbox · Live Support · Bot setup.
Handoff note
One line: product — bot offered price — customer ask — needs human.
Don'ts
- Transfer without assignee
- Transfer mid-reply
- Wipe bot context
