Clear rules for when your AI should stop and bring in a person, plus the exact messages to use, so handoffs feel seamless and customers never have to repeat themselves.
Copy the whole template, or grab a single block below.
When to use: The triggers that should always route to a human.
The customer explicitly asks for a human.
Sentiment turns negative: anger, threats to cancel, legal or press mentions.
The request involves refunds or billing above [amount], account security, or data deletion.
The AI is unsure, or has repeated the same answer twice.
A VIP or high-value account is detected.
When to use: What the customer sees when the AI brings in a person.
"You deserve a person on this. I am bringing in [Name] from our team now. They can see our whole conversation, so you will not have to repeat anything. One moment."
When to use: What the agent receives, so they start with full context.
Customer: [name], [plan or value], [language]
Issue: [one-line summary]
What has been tried: [steps]
Sentiment: [calm / frustrated / angry]
Suggested next step: [action]
When to use: What to say when the team is offline.
"Our team is offline right now, but I have logged everything and [Name] will reply by [time or next business day]. Want a copy of this conversation by email?"
Replace the [highlighted fields] with your own details. Free to use.
sem.chat watches every conversation and hands the right ones to your team with the full context attached, so customers never repeat themselves.
List the triggers that must always reach a human for your business.
Write the customer-facing handoff message in your brand voice.
Decide what goes in the internal note so agents start with full context.
Set the after-hours fallback so no message is ever dropped.
Everything you need to put this template to work.
(Support)Five ready-to-send replies for the questions your team answers every day, written to sound human.
Support(AI Agents)A 24/7 support agent for online stores: orders, returns, shipping, and sizing, plus cart recovery.
AI Agents(AI Agents)A support agent for software products that handles onboarding, billing, and feature questions, and escalates the rest.
AI AgentsDrop it into sem.chat, train it on your business, and go live the same day. Free to start, no credit card.