Hand off Telegram support chats from AI to a human agent

flowchart TD trig>"customer messages support bot"]:::trig s0["ai replies using context"]:::svc s1["detect and confirm human handoff"]:::task s2["open thread and notify team"]:::svc s3["forward messages between parties"]:::task s4(("close and save conversation")):::human trig --> s0 s0 --> s1 s2 --> s3 gx{"× human requested or not"}:::gate s1 --> gx p00["ai continues answering"]:::task gx -->|"ai keeps handling"| p00 p10["open dedicated thread"]:::task gx -->|"handoff to human"| p10 p11["notify operator by email"]:::task p10 --> p11 p00 --> s2 p11 --> s2 lp{"operator closes conversation"}:::gate s3 --> lp lp -. "messages keep forwarding both ways" .-> s2 lp -->|"finished"| s4 out[/"conversation resolved or handed off"/]:::out pay{{"fast support coverage with human backup"}}:::pay s4 --> out out --> pay classDef task fill:#e7f6fe,stroke:#34b8f0,color:#2c2a29 classDef svc fill:#f6f8fa,stroke:#7c8795,color:#2c2a29 classDef mi fill:#e7f6fe,stroke:#0079a8,color:#2c2a29,stroke-width:2px classDef human fill:#fff,stroke:#0079a8,color:#0079a8 classDef store fill:#f6f8fa,stroke:#0079a8,color:#2c2a29 classDef trig fill:#00a4eb,stroke:#0079a8,color:#fff,font-weight:bold classDef trigtime fill:#00a4eb,stroke:#0079a8,color:#fff,font-weight:bold classDef trigdata fill:#8ad4f5,stroke:#0079a8,color:#06314c,font-weight:bold classDef gate fill:#fff,stroke:#e8a23d,color:#6b4708,font-weight:bold classDef out fill:#1f9d6b,stroke:#167a53,color:#fff,font-weight:bold classDef pay fill:#06314c,stroke:#021f33,color:#fff