Clarify AI and human states during support handoff

When to use this guide

A support interface displays a human agent's name while the AI continues answering during the transfer queue.

This is a fictional implementation scenario. The procedure below is Article 50 Hub's suggested working method, not a prescribed legal form, a customer result or a claim that every step is an additional statutory requirement.

Review procedure

1. Draw the handoff states and identify who produces messages in each.

2. Write participant labels that match the actual state rather than the requested destination.

3. Exercise successful transfer, timeout and agent-unavailable cases in a test environment.

4. Capture the transitions and assign an owner to any misleading status.

What the example review finds

• The human label appears before a person has joined.

• A failed transfer silently returns to automated answers.

Keep these example observations separate from your own results. An unknown or untested state should stay open until the relevant evidence has been inspected.

Fields for your working record

• Handoff state

• Message producer

• Displayed label

• Failure path

• Transition evidence

Use the downloadable blank worksheet linked on this page to connect the observed behavior with the deployed system. Add a reviewer, date, evidence reference, unresolved questions and a next action. The worksheet is editable locally and does not upload your records to Article 50 Hub.

Completion and handoff

Close the task only for the scope actually reviewed. Preserve the result that another authorized reviewer can reproduce, identify the owner of remaining work, and record a retest when the implementation changes. A completed worksheet is not a substitute for the underlying evidence.

Decision boundary

Clear handoff wording does not establish response accuracy, staffing availability or other service obligations.

The official references below provide legal or technical context. Resolve applicability and exception questions with the responsible qualified reviewer; use the product's tools to organize implementation work within that assessment.