# Hand conversations to people with BuyScout® AI Store Agent When an edge case prevents BuyScout® from fulfilling a shopper request, the AI Store Agent recognizes it, summarizes useful context, and notifies the store's support. ## When does BuyScout® hand a conversation to a human? BuyScout® handles requests independently and notifies the store's support only when it cannot fulfill a request, such as when a shopper asks for a person, an action fails, or a safety, privacy, payment, or policy decision requires human judgment. ### The shopper asks directly A shopper does not want to continue with automation. BuyScout® respects the request, collects only the context needed, and automatically notifies the store's support. ### The case needs judgment A policy exception, disputed charge, safety concern, failed action, or conflicting order record needs judgment beyond documented rules. BuyScout® summarizes the issue for the merchant. ### Clarification still leaves the answer ungrounded After follow-up questions, available product, policy, or order information still cannot support a safe answer. BuyScout® notifies store support with the unresolved point. ## How human handoff works BuyScout® summarizes useful context and sets honest expectations. ### Recognize an edge case BuyScout® determines when it cannot fulfill a request, including explicit requests for a person, failed actions, and decisions that require human judgment. ### Prepare a useful summary The AI Store Agent includes the shopper's request, relevant source context, completed steps, and unresolved question while minimizing unnecessary personal data. ### Send and set expectations BuyScout® sends the case to the store's support destination and tells the shopper that the merchant, not the AI Store Agent, controls response time and resolution. ## A shopper asks for a person Shopper: I want a person to review this charge. BuyScout®: I can send the charge question and this conversation to the merchant without marking the dispute resolved. Shopper: Yes, please send it. BuyScout®: Sending the charge question and conversation to support BuyScout®: Sent to the store's support destination. Their team will review it and control the follow-up timing. **Outcome** The shopper's request is respected, the merchant receives useful context, and no live-response promise is invented. ## What BuyScout® uses for automatic handoff Auto Human Handoff works out of the box and uses the store account email as a fallback when no separate support email is entered. ### A default support destination Support handoff is enabled by default. BuyScout® uses the configured support email or the store account email when no address is configured. ### Relevant conversation context BuyScout® automatically summarizes the shopper's request, relevant source context, completed steps, and unresolved issue while minimizing unnecessary personal data. ### Optional support guidance BuyScout® reads support hours and follow-up expectations published on the store's website. Merchants can add store-specific urgent-route or exception guidance in BuyScout® Dashboard. ## How Auto Human Handoff works automatically No routing setup is required to start using the default support destination. ### Detect a genuine edge case BuyScout® handles requests independently and starts a handoff only when the shopper asks for a person or the request cannot be fulfilled safely. ### Prepare a useful summary BuyScout® includes the request, relevant facts, completed steps, and unresolved point without adding unrelated personal data. ### Notify the default destination BuyScout® sends the case to the configured support email or, when none is configured, the store account email. ### Optionally change or test the destination Merchants can change or disable the support destination and test a representative handoff in BuyScout® Dashboard. ## Handoff boundaries A sent ticket is not a live agent or a guaranteed resolution. - **A ticket is not live chat** Sending an email does not mean a person has joined the conversation. BuyScout® uses the merchant's approved follow-up language to set accurate expectations. - **Focused handoff context** BuyScout® summarizes the product, order, action, and unresolved point needed for follow-up. Shoppers should keep passwords, payment details, and other secrets out of chat. - **Handoff does not replace staffing** The merchant remains responsible for monitoring the destination, meeting any stated service level, making decisions, and closing the loop with the shopper. ## Frequently asked questions **When does BuyScout® notify the store's support?** BuyScout® handles customer requests independently and notifies the store's support only when an edge case prevents fulfillment, such as an explicit request for a person, a failed action, or a decision requiring human judgment. **Does handoff guarantee a response time?** BuyScout® only states approved support expectations. BuyScout® cannot guarantee when the merchant will reply or what decision the team will make. **How does handoff work outside the merchant's support hours?** BuyScout® states only the merchant-approved hours and follow-up expectations. BuyScout® can send to the store's support destination without implying that a person is currently available or will respond immediately. **What information does the handoff include?** BuyScout® includes the request, relevant context, attempted steps, and unresolved question while excluding unrelated or unnecessarily sensitive data. **What happens if the support email cannot receive the handoff?** When the handoff workflow reports a delivery failure, BuyScout® tells the shopper that handoff could not be completed and does not claim the ticket was sent. **How does BuyScout® handle urgent safety cases?** BuyScout® follows any available merchant urgent path and approved safety instruction. BuyScout® does not present an ordinary email ticket as emergency assistance or promise that the support team is monitoring it immediately.