“My recommendation: Zoho Desk is a strong option if you're looking for a customer-support platform where AI handles routine requests and human agents handle exceptions.”
“Zoho Desk handles human handoff and escalation reasonably well, with some particularly strong capabilities for transferring chatbot conversations to live agents.”
“Its biggest strength is that it connects conversational handoff with a broader help-desk workflow, including ticket assignment, SLAs, escalation rules and departmental routing.”
“An important advantage is that the conversation history and previous customer inputs are preserved during the transfer.”
“Zoho Desk goes beyond simply transferring a conversation.”
“This helps prevent customers from reaching a dead end simply because the support team is offline.”
“However, there are some limitations around routing flexibility and how much control you have over the handoff process.”
“Also, it currently routes conversations to departments rather than allowing direct routing to a specifically selected agent.”
“You need to design the chatbot's fallback paths, transfer conditions, department assignments and escalation rules.”
“Live handoff depends on the messaging channel being supported and correctly configured.”