When Should Your AI Agent Hand Off to a Human?

The temptation with any AI Agent is to let it handle everything. In practice, the businesses that get the most value from automation are the ones that are deliberate about where the AI stops and a human starts.

A good rule of thumb: let AI own anything that is repetitive, low-risk and answerable from your knowledge base — order status, business hours, pricing, basic troubleshooting. The moment a conversation touches money at risk, a frustrated tone, or a question outside the knowledge base, it should escalate immediately, not after several failed attempts.

Convoyn’s AI Agents track a confidence score on every reply. Below a threshold you set, the conversation routes straight to your shared inbox with the full chat history attached, so your team never starts from zero.

The result isn’t just faster resolutions — it’s AI your customers trust, because it knows its own limits.