1 · Escalation rules you control
Ask for a human and the transfer is immediate — the agent never negotiates it. Every other trigger is yours to tune.
When a call needs a human, your employee takes over already briefed
Every platform says it transfers to a human. What matters is what the human receives: not a cold start — the whole conversation, its summary, and the caller's history.
- Designed to comply with the Saudi PDPL
- Gulf-region storage, processing fully disclosed
- Append-only audit log
- Instant escalation to a human
- Authentic Saudi dialects
What does a handoff actually look like?
A customer books a dental appointment with the agent, then asks about pain after a filling. The agent doesn't improvise a medical answer — it hands over:
Example: a clinic call — with an escalation moment
Hi, I'd like to book a dental appointment for tomorrow.
Saut Najdi agentOf course! Tomorrow we have 4:30 PM free — does that work?
Works. But I have a question about pain after a filling you did…
Medical question — instant escalation to a human
- Full call transcript
- Summary: 4:30 booking + post-filling pain question
- The caller's history with you
Your employeeThis is Ahmed from the clinic — I've read the summary. Let me put your mind at ease about that filling…
Illustrative dialogue — this is what a call looks like, not a real recording.
Four pillars — all live today
When does an AI call get handed to a human agent?
Four triggers: the caller asks for a human, the caller sounds upset, a question stays unresolved, or the matter goes beyond the agent's remit. You set the rules.
2 · Your team listens in — and steps in
From the dashboard: listen live, whisper coaching the caller never hears, or take the call over in one click.
3 · The employee inherits everything
Handoff reason, full transcript, a clear summary, and the caller's history with you. Nobody has to repeat themselves.
4 · After hours, no dead ends
The agent knows your opening hours. It logs a callback request with the caller's preferred time, waiting in your dashboard.
Can I listen to a live call and take it over?
Yes. Listen to any call as it happens, whisper to the agent unheard by the caller, or pause the AI and carry on with the customer yourself.
What happens after the call?
Every escalation is logged — when, why, and who took it. Review the transcript and recording, then tune the rules on what you see.
Handoff questions
Who defines the escalation rules?
You do. Sensible defaults ship with the platform, and you tune what transfers, to whom, and when.
What does my employee see when they take over?
The escalation reason, the full transcript, a summary, and the caller's history — all on screen at the moment of takeover.
Can I monitor the agent's calls?
Yes. Watch live calls from the dashboard, listen in, whisper to the agent, or take over in one click.
What about calls outside working hours?
The agent handles what it can, then logs a callback request with the caller's preferred time for your team the next morning.
Every customer channel in one platform?
Yes — phone calls, WhatsApp, Telegram, SMS, email and your website chat all land in one team inbox. The same agent answers them all from your business's own information, and your staff can step into any conversation.
Phone calls
Answers in your customer's dialect and books inside the call.
WhatsApp Business
Replies and follows up in the thread the customer started.
Telegram
The same agent, the same knowledge, on Telegram.
SMS
Reminders and confirmations that reach every phone.
Email enquiries land in the same inbox.
Website chat
Your site's visitors talk to the same brain — try it below.
One inbox, one agent, full context at handoff.
Ready to see it answer your customers?
A 30-minute intro demo — we show you the platform live and answer your questions.