Every chat agent gets stuck eventually. The good ones know it. The great ones hand off without making the visitor feel handed off.
There are two ways a chat agent can fail. The first is the obvious one: it makes something up and the visitor catches it. The second is subtler: it hands off clumsily, and the visitor feels like they've been dumped.
The two-strike rule
AtomicX has a built-in two-strike rule: if the agent can't resolve a query in two consecutive exchanges, it routes to a human. This isn't configurable — it's baked into the brand voice.
The warm handoff
When we route to a human, we pass the full conversation transcript, the visitor's intent (as the agent understood it), and a confidence score. The human picks up where the agent left off, without asking the visitor to repeat themselves.