The AI knows when to stop.
Your team takes it from there
— even mid-call.
Nobody wants a robot standing between them and a person. So Adya hands over properly: on web chat, on WhatsApp, and on a live phone call, with the whole conversation and an AI-written summary already in front of your teammate.
On a call, the AI steps out and you step in.
Accept the handoff in your browser. The customer hears hold music for a moment, then your voice replaces the agent's — same call, no callback, no 'someone will ring you back'. Mute and hold work the way you'd expect.
- Web chat, WhatsApp and live voice calls — each channel switchable on its own
- You arrive with an AI-written summary and the full thread
- Every message you send persists to the same inbox
- Finish with Resolve, or hand the conversation back to the AI
The agent asks the customer before transferring. Being passed around without consent is the thing everyone hates about phone support.
You decide how eagerly it reaches for a human.
One dial, six behaviours. At the low end the agent works hard to resolve things itself and transfers only when it genuinely can't. At the high end it escalates the moment a conversation looks complex or someone sounds frustrated.
- Set it once per workspace and tune it after a week of real conversations
- Low: resolve first, transfer only if unresolved
- High: escalate early on uncertainty or frustration
- Whatever the setting, the customer is asked before the transfer happens
Try to resolve everything first. Only transfer if it genuinely can't.
It never offers a person who isn't working.
Set the hours your team is actually staffed for. Outside them the agent stops promoting live transfer and goes ticket-first instead — which is the honest answer at 2 a.m., and stops the AI writing cheques your team can't cash.
- Open windows per weekday, read in your workspace timezone
- Restrict live handoffs to named responders, or leave it open to the whole team
- Eligibility is separate from presence — people still mark themselves available
- Choose whether an unanswered handoff becomes a ticket, and how long the queue waits
Anything nobody could take becomes a ticket with a clock.
Priority isn't decoration — it sets a deadline the moment the ticket opens. Urgent gets two hours, high eight, normal a day, low three. Your team claims, replies on whichever channel the customer used, and closes it out.
- A reference like AM-4F91C2E0 the agent reads back to the customer
- AI summary, suggested draft replies and tag suggestions on every ticket
- Replies go back on the original channel — chat, WhatsApp, voice or email
- Internal notes stay staff-only; the workload view shows who's carrying what
Everything else your team needs on a bad Tuesday.
Small things, all of which you notice the week you don't have them.
Send a photo back
Your agent can attach JPG, PNG, WEBP or GIF up to 5 MB with a caption, on chat and WhatsApp.
Away & idle timers
Separate thresholds for when a customer goes quiet and when a dormant handoff closes itself.
Escalate to an admin
A blocked ticket notifies every admin with the reason; one acknowledges to take ownership.
Call from the ticket
Browser or phone-bridged, with mute and hold. The record carries duration, mode and the ticket.
No duplicate tickets
A customer asking twice, or your backend retrying, gets the same ticket — never a second one.
Routing that doesn't reshuffle
Changing routing affects new work only. It never silently reassigns what someone is holding.
Let the AI take the easy 80%.
Your team keeps the conversations that actually need a person — and arrives at them already briefed.