When Hermes can't safely resolve a conversation, it surfaces a handoff card naming the customer, the channel, the reason for escalation, the assigned human handler and the SLA countdown for the accept action.
Handoff card is a reusable Oak Flats Muffler Men UI primitive with documented states, accessibility expectations, theme behavior, and implementation evidence.
Handoff card: When Hermes can't safely resolve a conversation, it surfaces a handoff card naming the customer, the channel, the reason for escalation, the assigned human handler and the SLA countdown for the accept action.
Refund > $200 AUD requested · disputed Manta DPF warranty claim. Hermes paused per policy.
Customer wants $480 refund on a 14-month-old DPF cat-back fitted by Bay 2 on 18 Mar.
After-hours emergency · vehicle stranded on M1 north of Wollongong.
Driver requesting urgent tow info + nearest open workshop.
Hermes confidence 42% · missing variant data on engineered exhaust.