Never Hands Off Without the Customer's Yes
Escalating to a teammate is a confirmed, two-turn decision — never a surprise transfer, never an AI reply while a human is already handling it.
Always Double-Checks Before It Acts
Placing an order or bringing in a human both need the customer's explicit yes first. No accidental purchases, no surprise handoffs.
Order Confirmation
Customer places an order → AI collects address and payment in the chat → shows the full order summary → customer says yes → order is confirmed.
Customer: "Place my order"
AI Agent: "Confirm: iPhone 15, $899 — Yes/No?"
Customer: "Yes"
✓ Order created
Escalation Confirmation
Customer asks for a human → AI confirms the transfer → customer says yes → a team member takes over and the AI pauses.
Customer: "I need a human"
AI Agent: "Transfer to support team — confirm?"
Customer: "Yes"
✓ Team notified, AI paused
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