Long conversations and handoff
The agent carries a conversation from the first reply to a booked meeting, and hands it to you at the moments that should be yours.
One agent holds the whole conversation with a person, whatever the channel, and answers where the latest message came from. Before every reply it reads the conversation itself, not only the last message, plus the person's card, the CRM record when a CRM is connected, the team notes it is allowed to see, and what you told it about your products, prices and terms. It reads team notes but never quotes them.
When the agent calls you
- Money and terms: price, discount, volume, dates or terms beyond what you allowed it to say, or a letter that would need a figure it does not have.
- The person: they are unhappy, ask for someone else, refuse, or mention a competitor.
- Missing pieces: a question outside what it knows, missing context, or no free slot in the calendar.
- Who is writing: if the person suspects a bot or asks about the agent's instructions, the conversation goes to you at once.
The conversation goes to the “needs a human” queue with the reason written next to it, and you get a notification.
How you take over
Write in the conversation yourself and the agent goes quiet there: it keeps drafting instead of sending and offers to remind you if the person goes silent. You can also mute it in one conversation, so it drafts and calls you but sends nothing, take it off, so an unsent letter becomes your draft, or put it back.
How much it sends on its own
- Everything on its own.
- You approve the first letter of each new conversation.
- You approve every letter.
- You check the first ten letters of a new agent, then it sends on its own. New agents start here.
Over weeks, not minutes
When the agent sends on its own, a reply goes out within a minute; it waits a few seconds so that several messages in a row get one answer. Outside your working hours replies still go out, while first letters and reminders wait for the morning. An out-of-office reply makes it wait until the date named in it. You can give it a task in a conversation, such as writing again in two weeks.