Set the triggers that bring a person in, and your AI escalates to the right place with the whole conversation attached, async by design, so no customer waits on hold.
No re-explaining, no scrolling history. Your team inherits the full conversation, the signals the AI caught, and what saved the last account like this one, so they pick up warm, not cold. Every call your team makes teaches it for next time.
Honestly, a competitor just quoted us less. We’re thinking of moving.
Lorraine, you’ve been with us three years. Let me get the right person on this right now.
A customer asking for a person, a guardrail that would otherwise be crossed, a signal climbing past a threshold you chose, a high-value customer you never want handled by a bot alone. You define the conditions, and your AI watches every conversation for them. Escalation is a rule you write, not a mood the AI is in.
When a trigger fires, the conversation does not just stop. It moves to your team where the right person picks it up, flagged and waiting in the queue. Your AI decides that a human is needed and puts the conversation in front of one, instead of leaving the customer to wonder whether anyone is coming.
“A competitor just quoted us less.”
Handoff does not depend on a person being free at that exact second. The request lands in the queue and your team responds, by reply, by SMS, by email, when they pick it up. On a call, your AI finishes gracefully and the follow-up comes through after, so a handoff never means a dead line or an endless hold while someone is hunted down.
Hi, it’s Maria from the team. I’ll pick up where the call left off, here’s the better number we discussed.
Sent by SMS · no one left on holdThe person who takes over opens a conversation that is already understood: who the customer is, what they are worth, the signals in the thread, and what worked in similar cases. The handoff carries the full story, so your team spends its time resolving the issue rather than reconstructing it.
Your AI is drafting a reply from the history…
Write the triggers, choose where it routes, and let your AI escalate with the full story attached. Async by design, so every handoff lands ready to act on instead of leaving a customer waiting.