Handover Rules
Clear rules for when a person takes over
A good helper knows its limits. You decide which conversations always go to your team, which team gets them and how urgent they are. Juboto follows those rules on every channel, every time.
- 1
If Topic is payment, refund dispute or chargeback
Billing team
Urgent - 2
If Customer types “agent”, “human” or “baat karni hai”
Next free agent
High - 3
If Answer confidence below 70%
General queue
Normal - 4
If Two frustrated messages in a row
Senior agent
High - 5
If Bulk or export enquiry over 100 units
Export desk
Normal
Outside business hours
Tell the customer when the team is back (9 am), create the ticket, keep the chat open.
Always sent with the handover
Full chat, order details, language, a three-line summary and what the bot already tried.
On this bench
Triggers you can set
Rules run before the bot answers, so a sensitive topic never gets an automatic reply.
Topics
Payments, refunds, chargebacks, legal notices, medical symptoms. Any topic you list goes to a person.
Keywords and requests
“Agent”, “human”, “manager” or “baat karni hai” always reach a person, in any language.
Confidence
When the best answer is below your threshold, Juboto hands over instead of guessing.
Customer mood
Two frustrated messages in a row, or words like “fraud” and “consumer court”, go to a senior agent.
Business hours
Outside hours, the bot tells the customer when the team is back, creates the ticket and keeps the chat open.
Customer value
Repeat buyers, bulk enquiries or orders above a set value can go straight to a named team.
How it works
What a good handover looks like
- 1
The rule matches
The customer writes “my card was charged twice”. The payments rule fires.
- 2
Customer is told
“I can't fix payments myself. I've passed this to our billing team.”
- 3
Ticket is built
Full chat, order, payment reference and a summary go to the Billing team, marked urgent.
- 4
Agent replies
On the same channel the customer used, with no need to ask them to repeat anything.
Customer respect
Rules every Juboto bot follows
These are fixed in the product. No plan, setting or prompt can turn them off.
- Rule 1
Customers know it's a bot
Every first reply introduces Juboto as an assistant. Typing “agent” reaches a person at any time.
- Rule 2
Approved content only
The bot answers from the sources you approved. When it is unsure, it hands over instead of guessing.
- Rule 3
No advice, no payments
It never gives medical, legal or financial advice, and never asks for card numbers, OTPs or payments in chat.
- Rule 4
Private by design
Conversations are encrypted, never used to train other businesses' bots, and never sold.
Questions
Asked on this bench
Can the bot stay in the chat after a handover?
You choose. By default the bot goes quiet once a person is assigned, so the customer isn't answered twice. You can let it keep answering simple questions until an agent joins.
What if no agent is online?
The bot tells the customer when to expect a reply, based on your business hours, and the ticket waits at the top of the queue.
Can rules differ by channel?
Yes. For example, email enquiries over 100 units can go to your export desk while WhatsApp orders stay with customer support.
How do I know rules are working?
Support Reports shows how many handovers each rule triggered, and how quickly agents replied to them.
Flip the switch to close the workshop.
Lights off, bot on
Your team goes home.
Your customers still get answers.
Teach Juboto your FAQs this afternoon. Tonight it handles the order questions, and tomorrow morning your agents start with a short, sorted queue.
Status: always on