Routing & handover
Bring in the right person, with the full story.
The agent works out what the customer needs and routes the conversation: a warm transfer with a spoken briefing on calls, a handover with a summary in chat.
SM
Sarah MitchellCalling the hotel reception line
00:00How it works
How it runs
The main steps, in the order a customer meets them. You can change any of them in the flow builder.
- ListenConversationAsk how you can help and listen to the answer.
- Understand the requestLogic SplitRoute by intent, described in plain language, or by details already collected.
- Collect the essentialsExtract VariableCapture what your team needs.
- Rules at every stepGlobalRules such as "always pass complaints to a person" apply throughout the conversation.
- Hand overCall TransferTransfer the call with a spoken briefing, pass the chat on with a summary, or hand over to another agent.
Setup
What you connect
- The numbers or teams to route to
- Your routing rules, in plain language in the flow
- Optionally, your CRM, to look the customer up first
Products
Where it runs
The same flow, knowledge and connections work on each of these channels.
Live
AI Voice Agent
Answers and places phone calls
Explore AI Voice Agent LiveAI Chatbot
Chat on your website
Explore AI Chatbot LiveAI Telegram Bot
Serves customers in Telegram
Explore AI Telegram Bot LiveAI WhatsApp Bot
Answers WhatsApp messages
Explore AI WhatsApp Bot Coming soonAI Email Assistant
Reads and replies to email
Explore AI Email AssistantUse cases
More use cases
Start with one and add more as you go.
Customer support Answer common questions from your own documents, at any hour.Appointments & bookings Check availability, then book, move or cancel in your booking system.Orders & requests Take orders and service requests and pass them to the right system.Lead qualification Ask the qualifying questions, score the lead and book a follow-up with sales.Reminders & follow-ups Call customers ahead of appointments to confirm or reschedule.
See it working with your own customers.
Tell us how your customers reach you and what they ask most, and we'll show you this flow in your demo.