[ INTAKE · CAPABILITIES ]
When it reaches a person, the groundwork is already done
The thread, the account, what the agent already checked and why it stopped. Whoever picks it up decides instead of investigating.
How it works
The case changes hands, not state
When the agent sees it is not its call, it stops and hands off. Whoever gets the case finds the whole thread, the account state and what was already checked, without asking again.
Frequently asked questions
Who decides when to hand off?
You do. You can hand off by topic, plan, customer or by default, letting the agent answer only what you authorize.
Does the customer notice the switch?
They see a person replying, yes. What they do not see is a conversation starting over.
Can it go back to the agent afterwards?
Yes. The person closes their part and the next questions go back to the normal flow.
