Taking over a call from the AI

When the AI cannot resolve a caller’s question, or when the caller asks for a person, the AI hands the call to whoever is on duty. The line stays live the whole time, so the caller goes from the AI straight to you with no callback, no hold music, and no second phone call.

Why this exists

Some calls need a human. The AI is good at most things, but pricing nuance, sensitive situations, escalations, and anything the caller wants to discuss with a person belong with you. When the AI decides to hand off, it keeps the caller on the line and sends you the call instead of ending it.

Before you start

A few things make this work cleanly:

• Use a desktop browser. Chrome, Edge, or a recent Firefox or Safari are fine. Mobile browsers are not supported for live calls.
• Have a working microphone. A headset is best; the built-in microphone on a laptop also works.
• Turn your duty toggle on. The toggle is in the top bar of the dashboard. If you are off duty, calls go to other people who are on.

The first time you accept a call in a new browser, your browser will ask whether the dashboard can use the microphone. Click Allow. Without that permission the caller will hear silence.

Accepting a call

When the AI hands a call to you, a card appears in the dashboard:

1. Look at the card. It shows the caller’s name (if known), the phone number, and a short summary of what they have been talking about with the AI.
2. Click Accept.
3. Wait one to three seconds while the line connects. Your microphone activates.
4. Greet the caller and continue the conversation.

The caller does not need to repeat anything. They were on the line with the AI a moment ago and are still on the line with you now.

During the call

While you are connected:

• Mute silences your microphone. The caller cannot hear you. Click again to unmute.
• End call disconnects the line. Use this when the conversation is finished.
• The call panel shows how long you have been on the call.
• The conversation history is visible alongside the call panel, so you can scroll back through what the caller said to the AI before you took over. This is usually faster than asking the caller to repeat themselves.

If you need to step away for a moment, mute first. The caller will hear silence rather than your background noise.

If something goes wrong

A few situations come up from time to time:

• The browser asks for microphone permission. Click Allow. If you click Block by mistake, open your browser’s site settings, reset the permission for the dashboard, and refresh the page.
• You are on a phone or tablet. Switch to a desktop or laptop. Mobile browsers are not supported for live calls.
• The dashboard is open in more than one tab. Close the extras and use one tab. Two open tabs can compete for the call and one of them will not connect.
• Your internet drops. The call will end. You can ring the caller back from the call history.
• The Accept button does not respond. Refresh the page once. If the card is still there, click Accept again. If the caller has already given up, the card disappears on its own.

If you ever feel the call is not going well, click End call. The caller hears the line drop cleanly.

After the call

Once the call ends:

• The conversation moves to the resolved state automatically if nothing further is pending. You can mark it resolved manually from the conversation page if you prefer.
• The call appears in the call history with its duration and outcome.
• The full conversation, including the part the AI handled and the part you handled, is on the conversation page for the contact. Anything you would normally do after a customer call — notes, follow-up, linking to a case — happens there.