What happens when the AI can't help?

Yes. The AI receptionist can hand a conversation off to a person on your team, so your customers are never stuck talking to a robot with no way out.

It hands off automatically in a few situations:

• A customer asks to speak with a person
• Nassima's confidence in its own answer is low
• A tool it needs keeps failing
• The conversation touches a topic that's blocked or restricted

Asking for a human is as simple as it sounds. A customer doesn't need a special phrase — something like "Can I speak to a person?" or "I want to talk to a human" is enough, on whichever channel they're already messaging you on, and Nassima hands off right away.

When a handoff happens, your team gets an in-app notification in the Notification center with a summary of the conversation and a direct link into it, so whoever picks it up can jump straight in instead of starting from scratch.

This escalation flow is for your customers. Your own staff and business owners don't run into it day to day, since they work in Nassima directly rather than messaging the AI receptionist the way a customer does.

The AI receptionist needs to be active for any of this to apply. See AI receptionist for what it can do more broadly, and Action consent for how Nassima checks in with a customer before taking a sensitive action on its own.

However the handoff happens, a person on your team is always one message away.