Velaxe
Chat Core — Orchestration Engine for Sessions, Routing, Handoff & Governed AI | Velaxe

Chat Core

Enable seamless bot→human handoff and return-to-bot

Define handoff criteria, build the handoff contract, and measure containment.

18 min Beginner Support Ops, Team Lead Updated Oct 3, 2025
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Handoff contract UI
Context bundle & macros

Overview

Define handoff criteria, build the handoff contract, and measure containment.

Prerequisites

None.

Permissions required

routing:write queues:manage

Steps (3)

Estimated: 18 min
  1. 1

    Define triggers

    Ops Lead 5 min Back to top

    Set thresholds: confidence < 0.45, “refund” keyword, SLA at-risk, VIP contact.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Compose contract

    Team Lead 6 min Back to top

    Include context bundle, suggested macros, and tools blocklist for agents.

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Test with LiveConnect

    Agent Lead 7 min Back to top

    Simulate a handoff; accept in LiveConnect and try “Return to bot”.

    Tips

    —

    Validation

    —

    Success criteria

    • Containment ≥ 60% with CSAT parity to human baseline.

About this guide

Chat Core decides what happens next in any live conversation. It stitches identity across channels, maintains durable sessions, detects intent and sentiment, calls tools and knowledge bases, and chooses between automated replies or human handoff with clear SLAs. Operators get routing/skills rules, cost & safety guardrails, experiments, and an orchestration trace for explainability.

Tightly integrated with PulseGate for transport, LiveConnect for real-time inbox, Agent Desk for tickets, FlowForge for automation, Chronicle for audit-ready timelines, and InsightLake for analytics—so you can ship omnichannel support that scales safely.