Human handoff best practices

The fastest way to ruin a customer relationship is a bot that pretends to be human while mishandling a complaint. The handoff line must be sharp.

Trigger words are the foundation: reklamacija, problem, kasni, agent, čovek, hitno — when the customer says them, the bot goes silent and a human is notified. NibaChat lets every business tune its own list.

Silence after handoff matters as much as the handoff itself. Our agent stays quiet for 24 hours after a human takes over — no awkward bot interruptions mid-apology.

Review your handoff list weekly at the start: every conversation there is either a missing FAQ (teach the bot) or a genuinely human case (keep it human). That loop is how the agent gets smarter without ever guessing.