When the Agent Hands Off
Set clear rules for when a human should take over:- High-value or urgent leads
- Complex questions the agent cannot answer
- Specific requests for a staff member
Notify Staff
Choose how your team is alerted when a handoff happens.- Phone notifications
- Email alerts to a shared inbox
Assign to a Specific Team Member
If certain team members handle specific services, route those leads directly to them. This keeps response time fast and avoids confusion.Escalation Rules
Escalate quickly when:- The lead is urgent
- A VIP customer reaches out
- Your business is closed and the request is time sensitive