Define when the AI should hand a call to your team

Set the situations that need a person and choose how your team should receive the handoff. Safety-critical triggers always stay on.

Escalation triggers

Choose the additional situations where the AI should hand the conversation to your team.

Safety protected

Refund requests

Always on

The AI records the request and escalates it without approving or promising a refund.

Complaints

Always on

Escalate when a caller expresses dissatisfaction or makes a formal complaint.

Sensitive matters

Always on

Escalate legal, medical or highly personal matters that need human discretion.

AI is unsureHand off when the AI cannot find a reliable answer in the approved knowledge base.Caller repeatedly asks for staffHand off after the caller asks to speak with a person at least twice during the call.

Escalation method

Choose the primary way to connect or follow up with the caller.

Live transferTake a voicemailNotify staff

Clear handoff context

The team receives the caller's captured details and conversation context. Real transfers and notifications are enabled only after the phone service is connected.

Your settings remain a draft until setup is submitted.

Back to Voice