Who this is for
This page is for support teams that want AI automation without losing control — routine questions handled automatically, exceptions routed to humans with zero context loss.
- Ecommerce teams with high-volume repetitive support and sensitive edge cases
- SMB teams that tried chatbots but lost context on escalation
- Teams that need ticketing linked to chat conversations
- Organizations where billing disputes, returns, and damaged goods need human review
When human handoff is needed
- Low-confidence AI answers below your threshold
- Billing disputes and duplicate charge claims
- Damaged goods and complex return exceptions
- Lost packages and repeated shipping delays
- Customer explicitly requests a human agent
How Zynli handles escalation
1. Intent recognition
AI detects when it cannot answer confidently or when the question matches an escalation rule (disputes, damaged items, etc.).
2. Full context transfer
Human agents receive the complete conversation thread, KB citations used, and API lookup results from workflow runs.
3. Ticket creation
Escalations can auto-create numbered tickets on your kanban board with queues, priorities, and a visitor status portal.
4. Agent takeover in chat
Agents can join the live conversation directly — customers do not need to repeat their issue.
Operational value
- AI handles volume; humans handle exceptions
- No cold transfers — agents see everything the AI tried
- Built-in ticketing on Starter+ without a separate helpdesk
- CSAT and run history for quality review
What this means in practice
Human handoff is not a fallback button — it is a designed part of the support workflow. When automation stops, the customer does not start over. The agent sees what the AI tried, what data was fetched, and which policies were cited. That means faster resolution for disputes, returns exceptions, and sensitive billing cases.
- Customers never repeat their order number after escalation
- Agents review API lookup results before responding
- Tickets inherit the full chat thread automatically
- Escalation rules match your team's real risk thresholds
Zynli handoff vs generic chatbot transfer
Context passed on escalation
Zynli: full thread, KB citations, API results, flow logs. Generic chatbot: often just the last few messages.
Ticket creation
Zynli: optional auto-ticket on kanban board linked to chat. Generic chatbot: usually requires a separate helpdesk integration.
Workflow-aware routing
Zynli: escalate billing disputes to finance queue, damaged goods to returns queue. Generic chatbot: generic agent pool.
Customer experience
Zynli: agent joins the same live chat. Generic chatbot: customer may be asked to email or open a new ticket.
Works across support workflows
Human handoff applies to every Zynli workflow — order status, shipping, returns, billing, and product support. Configure escalation rules per agent and per workflow.
Support workflows you can automate
Configure AI support for orders, shipping, returns, billing, and product questions — grounded in your knowledge base and connected to your APIs.
Order Agent
Order status, delivery updates, and order lookup.
Example questions
- · Where is my order?
- · Has my order shipped?
- · Can I change my delivery address?
Example actions
- · Check order status
- · Fetch tracking number
- · Escalate delayed orders
Billing Agent
Charges, invoices, payment methods, and billing disputes.
Example questions
- · Why was I charged twice?
- · Can I update my payment method?
- · Where is my invoice?
Example actions
- · Look up charge details via API
- · Explain billing policy
- · Escalate billing disputes
Returns Agent
Return eligibility, refund status, and exchange requests.
Example questions
- · How do I return this item?
- · When will I get my refund?
- · Can I exchange for a different size?
Example actions
- · Apply return policy from KB
- · Check refund status via API
- · Open return ticket for review
AI resolves most issues. Agents handle the rest.
When automation can't resolve an issue — damaged goods, billing disputes, or policy exceptions — escalate to a human agent with full thread history and optional ticket creation.
- Low-confidence answers trigger handoff automatically
- Agents see chat history, citations, and workflow run logs
- Escalations become numbered tickets on your kanban board
- Customers track progress via magic-link portal
Visitor
My package arrived damaged. I need a replacement.
AI workflow
Connecting you with an agent — your order details and photos are included.
Human agent
Replacement arranged. Ticket created for tracking.
Frequently asked questions
Does Zynli pass conversation history to human agents?
Yes. Agents receive the full chat thread, knowledge base citations, and flow run logs when a conversation escalates.
Can customers request a human agent?
Yes. Configure escalation triggers for explicit human requests alongside low-confidence and rule-based escalations.
Does handoff create a ticket automatically?
Optionally. Escalations can auto-create numbered tickets on your kanban board on Starter+ plans, linked to the original chat conversation.
Is human handoff included on all plans?
Human agent handoff and kanban ticketing are available on Starter ($49/mo) and above. The Free plan includes AI automation without ticketing.
How is this different from a basic chatbot handoff?
Zynli passes workflow context — not just the chat transcript. Agents see what APIs were called, what data was retrieved, and which KB articles were cited before escalation.
See how Zynli automates your support
Train AI on your knowledge base, connect your APIs, and resolve order, shipping, billing, and return issues in chat.
Related pages
All use casesHow Zynli works
The full flow including when and how escalation happens.
Learn moreAI billing support
Sensitive billing cases that need human review.
Learn moreAI returns support
Return exceptions and damaged goods escalation.
Learn moreWhy Zynli
AI + human collaboration as a core differentiator.
Learn more