Customer-requested handover
Recognise when a customer asks for a person and move the conversation into the human support process.
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AI-TO-HUMAN HANDOVER
Move customers from automation to an available human without losing context.
Rosebay routes conversations to available agents, manages capacity and queues, and keeps the conversation history visible so customers do not have to start again.
WHAT IT GIVES YOUR TEAM
A focused capability inside one connected platform.
Use this service independently or connect it to Rosebay campaigns, conversations, complaints, profiling and human support.
Availability and office hours
Apply configured service hours and agent availability before assigning a live conversation.
Capacity-aware queues
Limit the number of active customers per agent and keep additional customers in an ordered queue.
Shared context
Show the agent the customer’s recent conversation and allow the response to return through the connected channel.
HOW IT WORKS
A clear path from customer need to operational action.
- 01
Request or trigger handover
The customer asks for a human or the configured workflow determines that escalation is needed.
- 02
Assign or queue
Rosebay checks service hours, availability and capacity before assigning the conversation.
- 03
Continue with context
The agent reviews the history, replies and manages the conversation through to completion.
WHO IT HELPS
Designed for teams that need engagement and control.
- Customer-service teams combining automation and live support
- Operations that need clear limits on concurrent customer handling
- Teams that want queued customers to retain their conversation context
FREQUENTLY ASKED QUESTIONS
What teams usually want to know.
What happens when all agents are busy?
Additional customers can be placed in a queue until capacity becomes available, according to the configured operating rules.
Can handover respect office hours?
Yes. Service hours and timezone-aware availability can be configured for the handover process.
Does the agent see the earlier AI conversation?
Yes. Conversation history is retained so the agent has useful context before responding.
SEE IT IN YOUR CUSTOMER JOURNEY