SiteLensAI Chatbot Handoff Decision Tree

1. Chatbot use case:
2. Team or queue owner:
3. Date:

Step 1. Can the bot answer from approved sources?
- Yes / No
- If no, escalate immediately.

Step 2. Is the question high-risk?
- Billing, refund, booking change, complaint, account issue, policy interpretation
- If yes, escalate immediately.

Step 3. Is user intent ambiguous or emotionally escalated?
- Yes / No
- If yes, route to human review.

Step 4. Does the answer require action a human must approve?
- Yes / No
- If yes, escalate with context.

Step 5. If the bot can answer:
- Show approved answer
- Log confidence level
- Save transcript for review if needed

Escalation destination
- Team or queue:
- Business hours:
- Emergency fallback:

Fallback copy
- What should the bot say before handoff?
- What expectation should be set for response time?
- What information should be carried into the human workflow?

Weekly review
- Which escalations should be sampled?
- Which failed answers should become new rules?
- Who updates the decision tree after review?