The agent handles volume; humans handle the moments that need them. Handoff configuration lives in the Brand Portal: which intents trigger handoff, what the agent says when it hands off, which human team picks up.
Trigger types
Keyword triggers (e.g. the word "vendedor" routes to a sales rep). Intent triggers (returns, complaints, complex post-sale). Confidence triggers (the agent isn't sure of the right answer). Custom rules (high-value cart, repeat customer, anything you define).
Every triggered handoff carries the full conversation context to the human. They never have to re-ask what's already been discussed.