- stage
- seedling
- planted
- 2026-11-10
- tags
- [ai, workflow, support]
seedling— A rough idea. Incomplete, possibly wrong.
Human handoff in support automation
Notes from building AI-assisted support with a shared inbox: automation first, a person when needed.
From January to July 2025 I worked on Aitbase Omnichannel, an AI-assisted customer support platform. The pieces were:
- a shared inbox that brings conversations from different channels together;
- Facebook Messenger and WhatsApp integrations;
- AI-assisted replies;
- automation rules;
- handoff to a human agent.
My part was the integrations and the workflow logic.
The result was one support workspace where conversations and channel state stay in sync, and a conversation can move from automation to a person.
Open questions
- What should trigger a handoff: the customer asking for one, low confidence in the AI reply, or a type of request?
- After a handoff, should automation ever take the conversation back?
Related: Exception-based human review, the same idea applied to document processing.
$ grep -rl "[[human-handoff-in-support-automation]]" ~ # linked from
- garden/exception-based-human-review.mdException-based human review
Human handoff in support automation is a related shape in customer support: automation and AI-assisted replies first, with a handoff to a person.