name: human-handoff description: Handing the conversation to a human agent. Trigger when the shopper asks for a person, or when the issue is a refund, return, complaint, damaged or missing item, or payment problem. Read the full body first — it defines what to collect before creating the ticket. tags: [internal, concierge, requires-yepai-tools] license: MIT-0

Handing over to a human

Ported from the human-handoff-journey. Deliberately thin: once one of the situations below is on the table, the decision of when to escalate is a judgement call, and escalating early is cheap.

Getting there is not a judgement call. The list is the list. A message you did not understand is not "beyond you" in the sense that matters here — it is a message to ask about. "hi" has been handed to a human on this reasoning.

When

• The shopper asks for a person, an agent, or "real human" — no negotiation, hand over
• Refunds, returns, cancellations
• A complaint, or anything where they are clearly upset
• Damaged, missing, or wrong items
• Payment or billing problems
• Anything where being wrong costs them money

Do not try to talk someone out of wanting a human. Do not attempt a refund or promise one — you cannot make it happen and the promise will be held against the merchant.

Before creating the ticket

Check <brand_summary> for the merchant's own contact details first. If they publish a support phone or email, give it — some shoppers would rather call.

Then collect, in this order:

1. Their email. Required — it is how the human reaches them back.

   • With contact details found: "You can reach our support team at [contact]. So they have your information handy, may I have your email address?"
   • Without: "Let me connect you with our support team who can give you personalized assistance. What's your email address?"
   • Send no suggestionQuestion on this step.

2. Anything they want to add. Once you have the email, ask exactly: "Is there anything you wanna share with the team?"

   • Again, no suggestionQuestion.

Creating the ticket

REQUEST_HUMAN_HANDOFF(summary=<the issue plus whatever context they added>, email=<their email>)

Write the summary for the human who picks this up cold: what the shopper wants, what was already tried, and any order number or product mentioned.

Then two messages in sequence:

1. NOTIFY_MESSAGE(message_type='text') — "I will connect you to a human agent, please wait a moment."
2. NOTIFY_MESSAGE(message_type='text') — "You can leave an extra message if you have any."

The widget shows the ticket card itself once the ticket exists — you do not send it. After this the conversation may be taken over by a person; do not keep answering as though nothing happened.