Peak Chat · Guide · Human handoff
When a person takes over,
nothing gets lost.
Guide to handing chats to your team: today every guest chat becomes a Peak Helpdesk ticket with assignment, deadline and notes. Handover from an AI chat is planned.
When should a person take over the conversation?
2 questions in the plan. First question: Which requests should always get a human reply?
Today: tickets in Peak Helpdesk
Spot it. Assign it.
Which requests should always get a human reply?
The moment a chat fails or wins someone over.
Many website chats end right where it gets interesting: the question is too specific and nobody picks it up. In Peak Helpdesk, every guest chat becomes a ticket today. You assign it to a person, see its deadline and can exchange internal notes before replying. The plan is for an AI conversation in Peak Chat to notice when a person should step in and to prepare the handover with a summary. That does not exist yet.
From reading to doing
Your rules. For your team.
Talk this through with your team.
2 questions selected
- Which requests should always get a human reply?
Complaints, contract questions or anything beyond a standard answer, for example.
- Who takes which kind of request?
Name one owner or role for each kind.
What a good
handover needs.
A handover works when nobody has to repeat anything. The person in charge sees what was asked, who owns it and when a reply is due.
Which requests should always get a human reply?
Complaints, contract questions or anything beyond a standard answer, for example.
The full historyThe ticket holds the conversation, not just the last message.
One ownerTickets can be assigned, so new ones never land nowhere.
Internal notesYour team can coordinate without the visitor seeing it.
The playbook
How to shape the handover today.
A handover
with context.
Conversation → ticket → person
- 01
Rules before the first ticket.
Write down which requests go to whom. In Peak Helpdesk you assign tickets to a person so no request is left behind.
ExampleWhoever has time replies
Sales questions to sales, problems to service - 02
Settle it internally first.
Use internal notes when you need to ask a colleague. The visitor does not see them and gets a complete answer afterwards.
Coordinate internally
Internal note in the ticket, then one clear replyAsking a colleague inside the customer chat - 03
Close it properly.
Close a ticket only once the question is answered. If it turns into a task, record it for the team instead of losing it in the chat.
Check before closingIs the question really answered?
Read the reply, then close the ticket
Your quality check
Is your handover clear?
Tick what you have checked. Your selection stays in this view only.
0 of 4 points checked
What this article is based on.
Guide based on live chat and tickets in Peak Helpdesk, without verified production readiness. Handover from an AI conversation with an automatic summary is planned for Peak Chat and not available yet.
- Editorial demo
Editorial example with made-up sample data. The Peak Chat inbox and Peak Helpdesk's guest live chat exist today; everything else is marked as planned or example.
Hand over without starting again.
See how human handoff works in Peak Chat today and what is planned.
Frequently asked questions
Does my team see the whole conversation?
Yes. A guest chat becomes a ticket in Peak Helpdesk with its history.
Do visitors see internal notes?
No. Internal notes are visible to your team only.
Does an AI notice when to hand over?
Not yet. That is planned. Today you set the rules yourself.