When the AI steps aside, who it pings, and how reps see the full transcript.
5 min readdraft — expanding soon
This article is being expanded
The outline below is the structure we're writing into. If you need help with one of these topics today, email us and we'll walk you through it directly.
What this article will cover
§01 When the AI should hand off: score, keywords, intent, escalation
§02 Routing rules: by geo, channel, deal size, working hours, rep skill
§03 How reps see the handoff: full transcript + one-line AI summary
§04 Round-robin vs. owner-stays: pick a model per workspace
§05 Working hours and after-hours fallback
§06 Re-engaging the AI: when reps hand back to the bot