SW-03.5 Delegate

Agents that answer every channel, and know when to hand over.

Voice and chat agents handle customer conversations on web chat, WhatsApp, email and phone. They resolve routine requests, book appointments and update records, and when a conversation needs a person they hand it to staff with the full context attached, so the customer never has to repeat themselves.

WEB CHATWHATSAPPPHONEEMAILAI AGENTCALENDARSTAFF ON DUTY3 conversations · 2 resolved by the agent · 1 handed to staff with context
Fig. SW-03.5 Conversations routed to the agent, with a handoff to staff.

Voice & chat agents · capabilities

What's included

SW-03.5.1

Every channel

Web chat, WhatsApp, email and phone, sharing one set of policies and one conversation history.

SW-03.5.2

Real actions

Bookings, order lookups, record updates and refunds within limits you set.

SW-03.5.3

Smooth handoff

Escalation to staff with a summary and the full transcript, routed to whoever is on duty.

SW-03.5.4

Quality controls

Conversation review, accuracy scoring and guardrails on what the agent may say and do.

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