Customer support / Free editable template

Chatbot to live agent handoff template

A good bot knows when to step aside. This example shows a real support chat on a phone screen, from the bot's greeting through two failed answers to the moment the customer asks for a person and an agent picks up. Numbered triggers on the left show what can start a handoff, and the context card on the right shows what the bot passes on so the customer never repeats themselves.

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Chatbot to live agent handoff example showing a chat transcript with the handoff moment marked, five handoff triggers, the context card passed to the agent
Everything in this example is editable. Replace the labels, move the shapes and adapt the layout to your work.

How to use this template

  1. List your triggers

    Decide what hands a chat to a person: asking for one, failed answers, angry language, high-value requests or flagged accounts.

  2. Script the moment

    Write what the customer sees when the handoff happens, including who is joining and how long the wait is.

  3. Pass the context

    Choose the fields the agent needs, such as intent, steps tried and sentiment, and test that they arrive with the transcript.

Questions about this template

Can I change the handoff triggers?

Yes. Edit the five numbered triggers to match your own bot rules, then update the labels in the sample chat that show where each trigger fires.

Do I need an account to use it?

No. Open the template and edit it in your browser. Your work saves on this device. An account is optional if you want to sync your workspace.

Can I export the finished diagram?

Yes. Use Export in the editor to save a PNG, SVG or PDF, or download an editable .epicdraw backup.

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