Canonical URL: https://chargezen.com/concierge/features/human-handoff

Human handoff

# When a person should step in, they arrive informed.

Concierge knows when to stop, who should take over, and what they need to know before the customer waits.

[Start Concierge](https://admin.chargezen.com/signup?product=concierge)

Smart

escalation

Full

customer story

Clear

next owner

The problem

The best AI service does not pretend every issue should be automated. Concierge routes sensitive, unusual, emotional, or high-value moments to people with the customer story already assembled.

Capabilities

## What it does.

### Knows when to hand off

Urgency, frustration, unusual requests, VIP customers and account problems can all bring in a person.

### Complete summaries

The receiving teammate gets the issue, history, customer state, and suggested next step.

### Hands off from any channel

Pass a phone call, text, WhatsApp, email or chat to the right person on your team.

### Knows its limits

Concierge stops before making promises or actions that need human judgment.

Step by step

## How it works.

1

### Recognize the limit

Concierge knows when to stop and let a person take over.

2

### Package the story

The handoff includes the request, customer memory, relevant policy, and suggested path.

3

### Find the right person

The right teammate or team gets the case.

4

### Keep continuity

The customer experience continues from the same facts instead of restarting.

Outcomes

## What you get.

### Better human moments

People enter with context, not a blank screen.

### Less risk

Sensitive requests are handled with the right level of judgment.

### More graceful service

Customers feel guided, not bounced between systems.

## Common questions

### When does Concierge hand off to a person?

Concierge knows when to stop, who should take over, and what they need to know before the customer waits.

### How does it work?

Recognize the limit: Concierge knows when to stop and let a person take over. Package the story: The handoff includes the request, customer memory, relevant policy, and suggested path. Find the right person: The right teammate or team gets the case. Keep continuity: The customer experience continues from the same facts instead of restarting.

### Does Concierge follow my rules?

Yes. Concierge only uses the tools and data you grant, answers from information you approve, asks for approval before consequential actions and keeps a record of every step. A teammate can take over any conversation.

### How much does Concierge cost?

Concierge Starter is $20 a month with 20,000 credits. Pro is $199 a month with 199,000 credits, or $1,990 a year. Phone and text charges are billed as used, and you can connect your own OpenAI or Anthropic account.

Related

## Explore more of Concierge.

[

### Remembers every customer

Bring the full customer story into the handoff.

](https://chargezen.com/concierge/features/total-memory)[

### Approved answers

Keeps answers accurate before and after a person takes over.

](https://chargezen.com/concierge/features/governed-answers)[

### Rules plus history

Give people the policy, customer state, and next step together.

](https://chargezen.com/concierge/features/context-sandwich)

## Put a digital employee to work.

Concierge answers your customers, runs back-office work on its own computer and gets better every week. See it on your own store.

[Start Concierge](https://admin.chargezen.com/signup?product=concierge)[Back to Concierge](https://chargezen.com/concierge)