During a billing dispute topic, the user requests a live agent. The contact center uses a connected handoff system. What should the Copilot Studio topic do for an effective human handoff?
Select an answer to reveal the explanation.
Short Explanation
Handoff should feel like passing a well-labeled folder to a colleague — dispute summary, account number, what the bot already tried — not a blank stare or a public email blast.
Full Explanation
Human-in-the-loop designs use escalation/transfer nodes integrated with Omnichannel or other handoff targets. Context transfer improves first-contact resolution on the human side.
Option A is correct.
Option B harms customer experience and agent efficiency.
Option C creates privacy and compliance risk.
Option D frustrates users and ignores the escalation intent.
Exam tip: Escalate topic + transfer node + context = standard handoff pattern.