Human handoff
PreviewA person from your team can listen to a live call and take it over, by hand or automatically when a flow rule asks for it.
Some calls need a person. A shopper who is upset, asks a question the flow can't answer, or simply says "can I talk to someone" should reach your team, not go round in circles.
Two ways a person joins
| Way | How it starts |
|---|---|
| Manual | Someone with the Operator, Admin or Owner role watches live calls, listens in, and selects Take over. |
| Automatic | The shopper asks for a person, or your SOP says the call should be handed over. What happens next is set in the SOP (below). |
Hand-overs follow your SOP
Your org's SOP, in Settings → SOP, says when the assistant hands over and to whom. Each flow can add to or replace parts of it. A hand-over goes one of two ways:
transfer: a teammate takes the call now. RowCall rings your handoff targets while the assistant asks the shopper to hold.callback: the assistant tells the shopper the team will call them back. The call's timeline shows it as a callback hand-over.
When the shopper asks something off the flow's path, the assistant doesn't hand over straight away. It answers by the SOP, looking things up with the flow's read actions when it needs to, then asks its question again.
Listening in
Operators can join any live call silently from the browser to hear how it's going. The shopper doesn't hear them. From there they can take over, or leave.
Taking over
When a person takes over, the assistant tells the shopper it is passing them to a colleague, then leaves the call. Your teammate talks to the shopper directly, from their browser or a phone. Everything the assistant captured so far stays on the call record.
Handoff targets
You choose where automatic handoffs go:
- Team members in the browser, for example your Operators who are online.
- A phone number, such as your support line.
If nobody is free, the assistant tells the shopper your team will call back, and your systems get a handoff.requested event so a person can follow up. If a teammate is rung but doesn't pick up within 30 seconds, the call goes back to the assistant, which apologises and asks its question again.
Glood merchants
For stores on Glood, Glood hears about every hand-over through handoff.requested and handoff.connected events. See Glood and Webhooks.
Step-by-step instructions are in Listen in and take over.
Next stepResults and analyticsSee what your calls add up to.