When a person is needed, the handoff carries everything with it.
Automation is only trustworthy if it knows its limits. The engine escalates on clear rules and passes the whole call across - so the caller never starts over.
Escalation happens on rules you can see.
A call moves to a person on defined triggers - a sensitive request, a complaint, a caller who asks for someone, or anything outside the engine's scope. Nothing sensitive is quietly handled without a human when your rules say otherwise.
Because the triggers are explicit, you always know what the engine will attempt itself and what it will pass on.
- Escalates on defined, visible triggers
- Honours a caller asking for a person
- No silent auto-handling of sensitive calls
- Predictable boundary between agent and human
The full call, handed over intact.
When the call transfers, the person receiving it gets the transcript, the detected intent, and everything gathered so far - so the caller does not repeat their name, their issue or their order number.
Escalation rules are configurable per call type, so support, bookings, orders and sales each hand off to the right place under the right conditions.
- Transcript and intent passed to the agent
- No repeating for the caller
- Per-call-type escalation rules
- Routed to the right team, not a general queue