Chapter 01
Full transcript at handoff.
Up to 25 prior messages labelled by speaker — customer, AI, prior human agent. The agent knows the situation immediately.
Human-AI handoff
Handoff with the full picture, not a cold transfer.
When the AI escalates, your team inbox loads the full conversation transcript labelled by speaker, an AI-generated summary in one paragraph, the contact's full record, and any internal notes from prior sessions. The agent picks up at the right point. The customer never repeats themselves.
No credit card. No commitment.
Chapter 02
AI summary — the situation, not the transcript.
A one-paragraph synthesis of what the customer wants, what's been tried, and the AI's best guess at the right next action. Most agents read the summary, reply, and never scroll the transcript.
Chapter 03
Routing — the right human, not the next available.
Routing rules on intent, tag, VIP segment, language, business hours, team. Complaints go to senior agents; Hindi conversations go to Hindi speakers; enterprise contacts go to their named account owner.
Chapter 04
Status, notes, audit trail.
Conversations carry status (open / pending / resolved) and a thread of internal notes the customer never sees. Every reply, status change, and assignment is logged.
Chapter 05
Self-learning on Scale.
On the Scale plan, every human-resolved escalation is indexed and used as context next time the same intent appears. Deflection compounds month over month.
FAQ
Questions worth answering.
Yes — team inbox with assignments, status, live typing indicators, and internal notes visible to the team but not the customer.
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