Human handoff

Escalating a chat conversation from the assistant to a human agent when the assistant cannot confidently answer.

In depth

Emporiqa flags low-confidence answers and sends a handoff request to the store's team. The human agent sees the full conversation history (shopper question, what the assistant tried, products it surfaced, pages it referenced) and picks up without the shopper repeating themselves. Handoff requests include the shopper's email when available so follow-up can happen async.

Related glossary entries

CSAT
Customer Satisfaction rating. A post-chat thumbs-up / thumbs-down prompt that captures how the conversation felt to the shopper.
Cross-language search
Returning products from the store's catalog regardless of which language the shopper queries in.
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