Continue the work when AI hands off to a human.
OpenMethods preserves the verified identity, live context, workflow state, decisions, and attempted actions required for the human agent to continue without reconstructing the interaction.
What travels with the handoff
Six things move with the customer. Select each one to see what the person receives.
What the customer actually asked for.
The conversation so far, in the customer's own words, not a category code.
A transcript records the conversation. It does not carry the work.
Most escalations hand a person a block of text and a queue position. Everything operational, including what was verified, what was retrieved, and what was already attempted, is left for the agent to rebuild by asking the customer again.
Transcript transfer
The interaction restarts
Identity is re-asserted from scratch
The agent reads text to infer state
Attempted automated actions are invisible
The customer repeats what they already said
Two disconnected records of one interaction
Operational continuation
The workflow resumes
Verification status travels with the escalation
Retrieved context is already assembled
Attempted actions and their results are explicit
The workflow opens at the next decision
One continuous, auditable record
What should travel with the escalation
OpenMethods can preserve each of the following, subject to the policies you configure for the receiving channel and agent.
Established before the boundary
Verified identity and its assurance level
Relevant interaction and account history
Current interaction state and position in the workflow
Context already retrieved from source systems
Held by the person after the boundary
Decisions already made and the rules behind them
Actions attempted, with their outcomes
Applicable business rules and entitlements
Available next actions for the receiving agent
The goal is continuity of operational context, not a promise that every escalation is effortless. What travels, and what must be re-established, is a policy decision you own.
Escalation as a governed workflow event
The handoff is not a transfer of a conversation. It is a step in the same workflow, evaluated and recorded like any other.
Limit reached
Policy, confidence, or customer request triggers escalation.
State packaged
Identity, context, decisions, and attempts are captured as structured state.
Re-scoped
Sensitive fields are filtered to the receiving agent's permissions.
Resumed
The workflow opens for the person at the next decision point.
Recorded
The escalation itself is logged as part of one continuous history.
Continuity within your policy, never around it
Verification performed during the automated portion can carry forward when it satisfies your policy for the receiving channel. When it does not, the workflow prompts for the additional step rather than assuming it away.
Assurance carried
The verification method and level travel as data, not as an assumption.
Re-scoped access
Context is filtered to what the receiving agent is permitted to see.
Policy re-evaluated
Rules run again for the new actor and channel.
Step-up when required
Additional verification is requested inside the flow when policy demands it.
Logged event
The handoff, and everything carried with it, is auditable.
Arrive at the decision, not at the beginning
The person receiving the escalation opens a workflow already in progress, with the reason for escalation stated plainly.
Why it escalated
The trigger is explicit: a policy boundary, a low-confidence step, or a customer request.
What was tried
Every automated action and its result is visible before the agent speaks.
What is possible now
Permitted next actions are presented, filtered by the same rules as before.
A delivery exception that exceeds automated authority
The AI agent completes what policy allows, then escalates operational state. Write-back happens once, from the workflow, regardless of who finished the work.
The AI agent diagnoses the exception
Identity is verified, the order is located, and the carrier scan is retrieved.
Policy stops the remedy
The goodwill credit exceeds automated authority for this account tier.
State is packaged and re-scoped
Verification level, retrieved context, and attempted actions transfer to the receiving queue.
The human decides
The agent approves the remedy from the same workflow, with full visibility of the attempt history.
One record closes
Notes, disposition, and the remedy are written back across the affected systems.
Because the AI-led and human-led portions are steps in one workflow, the outcome is recorded once and consistently.
A single interaction record spanning both actors
Dispositions that reflect the final outcome, not the escalation
Transactions committed to each system of record
Attribution for every read and write, automated or human
Bring us the escalation your customers notice most.
We will map what must travel with it, what your policy requires re-established, and how the workflow resumes for the person who takes over.