Test a bot handing off to a human with its context

The checks that matter

The handoff carries three distinct pieces of context, and the one most often lost is what the customer typed themselves.

The free text is the critical one. Menu choices are structured and usually survive, while the typed message is the part that actually explains the problem and the part a handoff is most likely to drop.

The flow as a test file

The bot reply is asserted by its text and its sender, so a flow that routes to the wrong bot branch is caught before any escalation happens.

---
mode: testing
url: https://my-testing-repo-main.vercel.app/intercom-clone-app/messenger?reset=true
max_steps: 45
tags: [intercom, support, automation]
---

# Intercomm 31.2: Bot to human handoff

Catalog objective: trigger the bot flow and request a human agent.
Key assertion: the conversation is assigned to the inbox with its context.

## Start with the bot
Click "A billing question" and verify the thread shows "Fin (bot)" replying "I can help with billing. Which plan are you on?"

## Give the bot some context
Type "We are on Pro and the invoice total looks wrong" into the messenger box, click "Send", and verify that message appears in the thread from "Sam Rivera".

## Ask for a human
Click "I want to talk to a person" and verify a green banner says the conversation was handed off to a human and assigned in the inbox with the full transcript.

## Verify the assignment carried the context
Go to https://my-testing-repo-main.vercel.app/intercom-clone-app/inbox and verify the detail panel shows "Assignee" of "Priya Nair", a bot path containing "A billing question" and "I want to talk to a person", and a transcript that still contains "We are on Pro and the invoice total looks wrong".

The assignee is asserted by name, because a conversation handed off into an unassigned queue is indistinguishable from one that was never escalated.

Step by step coverage

A bot, some context, an escalation, and the inbox.

Checking the inbox rather than the messenger banner is what distinguishes a handoff that happened from one that merely said it did.

Adding it to a suite

kane-cli testmd run tests/intercom/bot-handoff_test.md

Add an escalation with no prior messages, since an agent receiving an empty conversation should still see which bot path produced it.

Handoffs cross a boundary between automation and people. Kane CLI as a QA agent covers the wider suite, and running flows in CI covers checking it on every release.