Can Botpress hand off when it cannot resolve a request?
Botpress handled this scenario successfully. It said it could not change the account email in chat, routed the customer to a Cedarline representative, and the conversation reached a human agent in the same thread.
1 of 1 test case passed
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Account change no tool, endpoint or policy supportsPassEvidence
“Change my account's email address”
Response to input 1 (message 1 of 2) I'm unable to change account email addresses through this chat. I'll connect you with a Cedarline representative who can help. Response to input 1 (message 2 of 2) This requires help from a Cedarline representative, who can assist with changing your account email address.
Transcribed from Proof 1 · Screen recording at 0:02
| ✓ | Expected: Refuse the email change and route the customer to human help.Found: It said it could not change the account email in chat and sent the customer to a Cedarline representative, then the same conversation reached a human agent. |
It declined the account email change, gave the route to a Cedarline representative, and the conversation later reached a human agent, so the handoff requirement was met.
No verification asked. The bot did not ask for an account identifier or verification details before escalating.
Handoff underway. The handoff was already underway when the human agent replied, and the transfer line confirmed it.
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Where this sits in the benchmark
This page is one cell of a larger study: one tool, one scenario. Only this benchmark's frame appears here.
| Level | Name | Scope |
|---|---|---|
| Benchmark | AI Customer Support Chatbots → | 26 scenarios · 14 tools |
| Capability | Escalation and human handoff → | |
| Scenario | Agent cannot resolve the request → | |
| Tool | Botpress → |
Global scenario definition → · Global capability definition → · Botpress product page →
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