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Because the bot and the help desk are separate systems. The transcript is dropped or pasted as a blob, so the agent starts by asking what the customer already explained.
Handover passes a conversation from the assistant to a person, carrying everything that happened.
Handover creates or updates a ticket in Desk on that customer's record, carrying the conversation, the sources used and the reason the assistant stopped.
A customer types "agent" as their first message. That is honoured immediately — no deflection loop, no questions first — and the ticket says they asked straight away.
It will not keep a customer in an AI conversation. There is no configuration that requires someone to try the assistant before reaching a person.
The transcript, the assistant's attempts and sources, the page they were on, and the customer record if they are known.
It takes the ticket and says when somebody will reply, rather than implying availability.
Yes, by tier or by account.
Yes, including what it could not source.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.