Zee Chat · Use case
Route complex queries to human agents
Bots should know their limits. The handoff moment is where many experiences break—context vanishes, queues balloon, and customers repeat themselves. Structured escalation preserves trust and revenue.
When to interrupt automation
Low model confidence, high order value, legal risk, or explicit human requests should trigger handoff—not endless clarifying questions. Rules should be explicit per workspace.
VIP, wholesale, and influencer tags can bypass bots entirely or get priority routing.
What agents need on arrival
A transcript alone is not enough. Summarize intent, attempted solutions, cart and order IDs, and suggested next steps. Attach policy snippets that already passed legal review.
If the customer must wait, set expectations with a real queue position or SLA, not a spinner.
Closing the loop
Zellio keeps bot and human messages in one thread for analytics and coaching. Post-resolution, optional automation can follow up without reopening a new ticket.
A clean handoff is a product feature. Nail it, and customers forgive automation. Fail it, and they blame the bot—even when the human was the problem.
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