Human Handover Policy
Effective: 1 May 2025 · Helloo.Club — operated by RemotIQ Pty Ltd (ABN 91 682 628 128) · Perth, Western Australia, Australia
Helloo.Club's core offering is a hybrid experience: AI-driven conversation supported by trained human agents. This Policy explains how and when AI conversations transition to human agents.
1. User-Initiated Handover
You may request a human agent at any time by tapping 'Talk to a Human' within the conversation interface. Your request will be acknowledged immediately. A human agent will connect with you during operating hours, or as soon as practicable outside of those hours.
2. System-Initiated Handover
Our system may automatically route a conversation to a human agent where:
- the AI detects language associated with self-harm, crisis, or acute emotional distress
- a user repeatedly expresses dissatisfaction with AI responses
- the AI determines it cannot adequately address a user's needs
- a safeguarding or safety flag is triggered
3. Who Are Our Human Agents
Human agents are trained employees or contractors of RemotIQ Pty Ltd, selected for empathy, communication skill, and appropriate boundary-setting. They are not licensed psychologists, counsellors, or medical professionals unless explicitly stated. AI will never claim to be human, and human agents will never claim to be AI.
4. Transparency
Users will always be notified when they are speaking with a human agent versus an AI. We do not permit deceptive practices where a user sincerely asks whether they are speaking to a human or an AI.
5. Handover Data
When a handover occurs, the human agent receives relevant recent conversation context to provide continuity. This data is handled in accordance with our Privacy Policy (Document 2) and Data Privacy Policy (Document 9).
6. Human Agent Conduct
Human agents must:
- maintain professional, respectful, and empathetic communication at all times
- never share personal contact details or attempt to contact users outside the Platform
- never engage in romantic, sexual, or exploitative interactions with users
- escalate safeguarding concerns to a team lead immediately
- document all handover sessions for quality and compliance review
7. Crisis Escalation
Where a user expresses immediate risk to their own life or safety, the human agent will provide crisis resources including Lifeline Australia (13 11 14), Beyond Blue (1300 22 4636), and emergency services (000), and will escalate internally for safeguarding review.
8. Feedback
After a handover session, users may rate the experience. Concerns about a human agent's conduct can be reported to trust@helloo.club.