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Hand a question to a person when the AI should not answer it

You write which questions the AI assistant must leave to your team. When one comes in, it tells the customer who will answer, hands the chat to that person with the reason written down, and stops replying there.

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At 19:48 client Kashif Mehmood asks Falcon Gate whether he can sponsor his mother on his investor visa and whether it will definitely be approved.
At 09:15 Rania answers herself: it depends on conditions she needs to check, and she offers a 15-minute call.

A person gives the real answer.

A client asks if his mother's visa will be approved, and the assistant knows to stop

  1. Trigger: a question that needs a professional.

    Late in the evening Kashif asks whether he can sponsor his mother on his investor visa, and whether it will definitely be approved.

  2. What the AI does: it hands over instead of guessing.

    The assistant gives no immigration advice and promises no outcome. It tells Kashif his consultant will reply in the morning, and hands the chat to Rania with the reason.

  3. What the team sees: the reason, at the top of the list.

    Rania finds the chat flagged Needs attention with the reason in place of the message preview. The ownership pill now says Human, so the assistant stays out of it.

  4. Result: your expert answers.

    In the morning Rania replies herself and offers a short call, because the answer depends on details she needs to check.

At 19:48 client Kashif Mehmood asks Falcon Gate whether he can sponsor his mother on his investor visa and whether it will definitely be approved.
The assistant gives no immigration advice and promises no outcome. It tells Kashif his consultant will answer, and hands the chat to Rania Haddad with the reason written down.
Rania sees the chat at the top of her list flagged Needs attention, with the reason in place of the message preview. It is now owned by a person, so the assistant stays out of it.
At 09:15 Rania answers herself: it depends on conditions she needs to check, and she offers a 15-minute call.

How it is put together

  • Your instructions.

    Write what the assistant must never answer or promise: medical questions, legal or immigration advice, refunds, anything you want a person for.

    AI assistant

  • Handoff with a reason.

    The assistant hands the chat to a teammate, or to its default teammate, with the reason shown to your team, and stops replying there.

    AI assistant

  • Ownership you can see.

    The pill shows the assistant's name, Human once a person takes over, or Needs attention with the reason. Take over, hand to a teammate, or hand back to the assistant in one click.

    Shared inbox

  • The team hears about it.

    A chat handed to a person sends a notification, and anything unopened for fifteen minutes can reach that person on WhatsApp.

    Team and control

  • A safety net for everything else.

    If the assistant gives up for any reason, such as a spent budget or repeated errors, the chat is flagged Needs attention with a note, the same as a handoff.

    AI assistant

  • Limits built into each edition.

    The setup firm assistant never gives immigration advice or promises a date, the clinic assistant has no tool that opens a medical record, and the consultancy assistant never advises on visas.

    All industries

Runs on: every channel the assistant answers: WhatsApp, Instagram, Messenger, website chat, email and your own linked number (unofficial).

  • On Instagram and Messenger, your team's reply has to go within 24 hours of the customer's last message. On WhatsApp after 24 hours, use an approved template.

About handing over

Asked before trusting the AI with customers

Does the assistant come back into the chat later?

Only if someone hands it back. While a person owns the chat, the assistant sends nothing there.

What if the AI service itself is down?

If you set a backup model, it answers. If no model can, the chat is flagged Needs attention with a note saying why, so your team sees it.

Can it ask us a question instead of handing the chat over?

Yes. Mark the actions you want to approve first, and it puts the exact action in your Needs you queue and waits. If nobody answers by the deadline, the action does not happen and a live chat goes to a person.

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Decide what your assistant leaves to you

Bring the questions you never want a machine to answer. We'll write them into the assistant's instructions with you on the call.

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