Non-negotiable handoff reasons
Payment, invoice, refund, missing credits, dispute, cancellation, a complaint, a request for a person, a second follow-up with no fix, an action needed on the account or the server.
Human handoff
Human handoff, enforced by code
Some conversations must never get an automatic reply. 0seat recognises them and hands off, with the reason as a private note and a suggested message for the agent, whatever the inbox mode.
The problem
A disputed invoice, a refund request, a cancellation: these are the conversations where an automatic reply does the most damage, and the ones an assistant that “resolves everything” is most tempted to answer.
How 0seat handles it
Outside the base, no reply
Below the similarity threshold, the assistant does not improvise: the conversation goes to a human.
The reason, and a message ready to edit
The handoff arrives as a private note with its reason, then a suggested message the agent can send as is or edit. That message promises no refund, gesture or timeline.
What you control
- How the conversation is handled after handoff: it stays in your inbox, visible to your teams.
- The suggested message, to edit before sending.
- The inboxes where nothing goes out alone: a payments inbox cannot be switched to autopilot.
Honest limits
- Handoff reasons are fixed in code: they cannot be turned off, and do not yet extend to rules specific to your business.
- 0seat does not assign the conversation to a specific agent itself: it flags it, your inbox distributes it.
- No commitment on how fast a human picks up: that is for your organisation to keep.
Frequently asked questions
What does the customer see during a handoff?
Nothing: the handoff is a private note, in every mode. The agent sends the suggested message, or not.
Can handoff be disabled for an inbox?
No. Handoff reasons apply to every inbox and every mode.
How does the assistant recognise a dispute?
Through the model’s instructions, which classify the request before answering, and through the search threshold: a request with no approved entry is handed off anyway.
Your team stays in charge. 0seat does the groundwork.
Connect an inbox, approve the suggested knowledge base, and get your first prepared replies.
See also
Draft or autopilot
Off, draft or autopilot per inbox; autopilot opens per category once drafts are measured. Refused outright on payments inboxes and unofficial WhatsApp.
Reply drafts
The draft arrives as a private note with the knowledge base entries behind it. The agent sends, edits or discards it. Below the threshold, no reply.
Knowledge base
Every night, 0seat extracts question-and-answer pairs from your resolved conversations. Nothing is used until an agent has approved it.