What is Handoff?

Passing a conversation from agent to human.

A handoff is the transition from automated handling to a person. Done well it carries the transcript and the captured details across; done badly it is indistinguishable from being transferred to a stranger.

This is an industry glossary. A term defined here is not a statement that Drop AI provides it — see the pricing page for what is included.

Warm transfer

Handing over a call with context.

Escalation

Moving a call to someone with more authority.

Containment rate

Share of calls resolved without a human.

Call operations

More in this category

Call routing Skills-based routing Warm transfer Cold transfer Escalation Queue Overflow After-hours answering Answering service Virtual receptionist Outbound dialling Predictive dialer

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