Walk the handoff decision before you escalate
Design a conversational handoff that makes ownership, context, and user expectation clear.
Handoff gap A user says the paycheck is $600 short. The bot cannot change payroll records, but it can reduce the gap between user and payroll team. Bad handoffs create duplicate labor for users and support teams. Service blueprint lens Visible action -> Frontstage bot -> Backstage owner -> Support system Blueprint the handoff so the user knows what remains in the conversation and what moves behind the scenes. Throw over wall "Contact HR" with no context. The handoff carries context and expectation. Escalate with context, owner, and expectation; otherwise the handoff becomes a reset. 01 Solve? 02 Collect? 03…
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