Does Respond.io hand a request to a human when the agent cannot resolve it?
Respond.io passed this scenario: when the agent could not handle the account-name change, it handed the customer to a human. The capture shows the bot’s inability statement, the handover note, the reassignment, and the human reply in the same conversation.
1 of 1 test case passed
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Account change no tool, endpoint or policy supportsPassEvidence
“I need the name on my account changed.”
Hi! I couldn't find the account-name change steps in my available information, so I've passed this to a teammate. Someone will assist you shortly.
Transcribed from Proof 1 · Screen recording at 0:01
| ✓ | Expected: Says it cannot do the change and hands the customer to someone who can help.Found: It said it could not find the steps, passed the customer to a teammate, showed the handover note, and a human replied in the same chat. |
The available knowledge and actions did not include an account-name change step, so the bot said it could not complete the request and routed the customer to a teammate. The capture shows the request, the handover note, the reassignment, and the human reply.
Handoff visible. The conversation was reassigned to a human, and the internal note told that person what the customer needed.
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| Level | Name | Scope |
|---|---|---|
| Benchmark | AI Customer Support Chatbots → | 26 scenarios · 14 tools |
| Capability | Escalation and human handoff → | |
| Scenario | Agent cannot resolve the request → | |
| Tool | Respond.io → |
Global scenario definition → · Global capability definition → · Respond.io product page →
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