Story
When an AI assistant can't solve my problem, I want it to pass me to a person who already knows the story. Then I don't have to explain it all again.
Wanjiru, a pharmacist in Nairobi, sorting out a double charge with her internet provider on her phone.
- 01 Setting
Wanjiru opens the help chat: she was charged twice for October.
- 02 Trigger
The assistant finds the 2 payments, but it is not allowed to refund.
- 03 Without it
A person joins and asks "How can I help you today?" She types the whole story again.
- 04 With it
The assistant says who it is passing her to, the wait, and what they will see.
- 05 Outcome
Otieno from Billing joins, names the 2 payments, and starts the refund.
Live demo
This demo follows a script, so it plays the same every time - there is no real AI behind it. Change a setting to see the same moment play out differently.
What happens, step by step
| State | The person sees | The AI is | When | Screen reader |
|---|---|---|---|---|
| 1 | The problem. | Reads it. | 0 s | - |
| 2 | The assistant, marked AI, finds what it can: 2 payments, 4 minutes apart. | Answers. | - | “Generating a response” |
| 3 | The person asks for a human. Or the AI says what it can't do and offers a person: "Shall I pass this to them?" | Stops trying. | as soon as it knows | - |
| 4 | Who it goes to, that it is a person, the wait, and what they will see. | Hands over the chat and a short summary. | - | “Connecting you to a person” |
| 5 | A clear change of voice: "Otieno · Billing team". The first message uses the facts. | Silent. | after the wait | “Otieno from Billing joined” |
| 6 | What the person did, in 1 past-tense line. | Silent. | - | - |
On each device
- phone
- The handoff happens in the same thread. The person can leave the app - the reply arrives as a notification, with the chat kept.
- tablet
- As on the phone.
- desktop
- As on the phone. If the wait is long, offer another way in the same card - "Email me when Billing replies".
When to use it
- The AI can't finish the job - it is not allowed to refund, decide or change the thing.
- The topic is risky or upsetting - money, health, safety, a complaint.
- The person asks for a human, in any words - "agent", "a real person", "someone".
- The AI only needs 1 more detail to go on. Ask 1 clear question instead.
- The AI can do it, but the action is risky. Ask the person for a yes instead. Use Approval gate instead.
- Nobody is on hand to pick it up. Don't promise a person - say what they can do next. Use Error, refusal and limits instead.
The parts of the pattern
- AWhere it goesThe team, and that it is a person. While waiting, the wait time.
- BWhat they will seeThe facts the AI found, and the chat so far. The person can check it is right.
- CWho is talkingThe person's name and team, clearly not the AI.
- DFirst messageUses the facts, so the person never repeats the story.
- EAI labelThe assistant is marked AI from the start.
Do and Avoid
Passing you to Billing
A person will reply here · usual wait 3 min
What Billing will see: 2 payments on 3 Oct
Connecting you to an agent
Please wait…
AI · Assistant
I can’t refund payments. A person in Billing can. Shall I pass this to them?
Yes, pass it on
AI · Assistant
Sorry, I didn’t get that. Could you rephrase?
Sorry, I didn’t get that…
Writing and accessibility
- Say what the AI can't do, then offer a person: "I can't refund payments. A person in Billing can."
- Name the team and say it is a person: "Passing you to Billing - a person will reply here."
- Give the wait in minutes or place in line, not "shortly".
- The human's first message uses the facts already found, so it is clear they read them.
- Announce "Connecting you to a person" and then who joined, in the polite status region (the part of the page a screen reader reads out on its own, without interrupting).
- Name every speaker in text, not only with an avatar or colour.
- Keep focus in the composer (the box where people type) through the handoff, so people can keep typing.
- Don't time people out while they wait. If the chat must close, say so and offer another way.
Seen in real products
- Microsoft Copilot StudioAgent builder · Nov 2026People can ask for a live agent at any point, for example "talk to agent". The live agent can get the full conversation history and the details collected so far.Microsoft Learn: Hand off to a live agent ↗
- Intercom FinCustomer support · Nov 2026Fin always hands off when that is the safest option, for example for self-harm or high-risk medical, legal or financial advice. It escalates into the team's usual inbox and rules.Intercom Help: Fin AI Agent explained ↗
Each example comes from the product’s help pages, release notes or teardowns, with the month it was checked. Products change every month - tell us when 1 is out of date.
Check yourself
Seen this pattern done better, or a product that changed? Press Suggest next to any heading, or tell us about the whole page.