Conversation Handoff to Human

Problem

Approving or rejecting a single tool call does not solve this case, because the whole conversation needs to change owners, not just one action. If the agent simply tells the customer to call a support line, all the accumulated context is lost and the customer has to start over with a person who knows nothing. If the agent stays in the loop and parrots whatever the human says, accountability gets muddy. Without a structured transfer of the whole thread, escalation either destroys continuity or smears responsibility between agent and operator.

Solution

On escalation trigger (low confidence, explicit user request, policy violation), the agent emits a structured handoff envelope with conversation summary, ticket number, and human operator queue assignment. Operator takes ownership; agent disengages. On return, agent resumes with operator's note in context.

When to use

• Some triggers (low confidence, policy violation, explicit user request) demand transferring ownership of the whole thread, not just one action.
• A human operator queue exists with the capacity to take over conversations.
• A return primitive is needed so the agent can resume after the operator hands back.