# Chatbot Human Handoff With the Full Case History

Source: https://maito.app/workflows/hand-off-to-a-person-with-full-context

When a customer asks for a person, Maito opens a ticket with the order and chat attached, assigns it and sends an acknowledgement. Posted in Slack.

When a customer asks for a human, the case moves to a person with the history attached and nobody repeats themselves.

[Customer support](https://maito.app/workflows/team/customer-support) · [Ecommerce](https://maito.app/workflows/industry/ecommerce) · When something happens · Updated October 19, 2026

Works with

-   Slack
-   Email
-   [Intercom](https://maito.app/workflows/tool/intercom)
-   [Pylon](https://maito.app/workflows/tool/pylon)
-   Zoho Desk
-   Unthread
-   Freshdesk

## How do you hand a customer to a person with full context?

To hand a customer to a person with full context, connect your support desk. When a chat or email asks for a human, Maito opens a ticket with the order and conversation attached, assigns it by turn and sends a short acknowledgement. It posts a summary in Slack so nobody repeats themselves.

## How it's done today

The customer explains their problem to a bot, then explains it again to a person.

## What Maito does

1.  Spot the request for a person
2.  Package the order and chat history
3.  Open a ticket with an owner and deadline
4.  Tell the customer someone will reply

## Example

Loop run: Chat in support desk · customer asked for a person

**Maito** (1:48 PM):

Ticket T-3307 is open and assigned to Sam.

**Customer:** Lucy Bell. **Order:** 10482, $186.40, placed Oct 12, shipped Oct 14.  
**Asked:** the bot twice about a late parcel, then wrote please let me talk to someone.  
**Already tried:** order tracking link, address check.

Catch: tracking shows the parcel was delivered Oct 16 to a neighbor's address. The shipping address on the order is right, but the unit number is missing. She hasn't been told.

I sent her an acknowledgement: a person will reply by 5:48 PM today. Source: support desk chat and the ecommerce order.

**Sam** (1:55 PM):

draft the reply with the unit number point. I'll check before sending.

**Maito** (1:57 PM):

Draft is on T-3307. It asks her to check with the neighbor at the address on file, offers a replacement review once she replies, and promises no refund. Waiting for you.

## How to set it up

When something happens Hand off to a person with full context

Ask your agent

“When a chat or email asks for a person, open a ticket in the support desk with the order and conversation attached, assign it by turn, and send an acknowledgement. Post it in #support.”

Connect support desk

-   Intercom
-   Pylon
-   Zoho Desk
-   Unthread
-   Freshdesk

Connect ecommerce platform

-   Shopify
-   Amazon Selling Partner

Not connected yet? Your agent sends you a link to sign in.

## What it won't do

Maito can't reach customers by phone or voice. It routes the case, and a person takes it from there.

## Questions

### Which support desks work?

Intercom, Pylon, Zoho Desk, Unthread or Freshdesk, plus Shopify or Amazon for the order, through MCP.

### What does the customer receive?

A short acknowledgement that a person will reply within your stated window, such as 4 hours on weekdays.

### Does it keep answering after the handoff?

No. The ticket goes to the assigned person, with what was already tried listed for them.

## More customer support workflows

-   [Draft replies to tickets you've solved before When a question has been answered before, get a draft reply from that answer. Customer support · When something happens Works with Intercom, Pylon, Notion.](https://maito.app/workflows/draft-replies-to-tickets-youve-solved-before)
-   [Spot recurring issues early Group tickets by cause so a new problem shows up before it's a flood. Customer support · On a schedule Works with Intercom, Pylon.](https://maito.app/workflows/spot-recurring-issues-early)
-   [Daily escalations view See every escalated or at-risk ticket in one message each morning. Customer support · On a schedule Works with Intercom, Pylon, HubSpot, Salesforce.](https://maito.app/workflows/daily-escalations-view)
-   [Reproduce a bug from a customer report Turn "it's broken" into exact steps, a recording and a bug report engineers can use. Customer support · When something happens Works with Linear, Jira.](https://maito.app/workflows/reproduce-a-bug-from-a-customer-report)
-   [Answer "how does this work?" from the code Support gets the real answer from the product, not from an outdated doc. Customer support · When you ask Works with Notion, Confluence.](https://maito.app/workflows/answer-how-does-this-work-from-the-code)
-   [Keep help articles current after a release After each release, find help articles that no longer match the product and draft fixes. Customer support · When something happens Works with Intercom, Notion.](https://maito.app/workflows/keep-help-articles-current-after-a-release)

[See all workflows](https://maito.app/workflows)

## Put your AI teammate to work.

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[Put Maito to work](https://maito.app/login?returnTo=%2Fworkflows%2Fhand-off-to-a-person-with-full-context)[Book a demo](mailto:support@maito.app?subject=Maito%20demo)