What does the agent say when a caller asks for a person?

Every new workspace starts with handover off. While it’s off, the agent says the call can’t be transferred and suggests your website’s usual contact options, and it does the same when your approved knowledge doesn’t answer a question.

Keep your contact routes visible beside the widget, such as your help centre, chat or email. Use the agent’s instructions to say which questions belong with your team and how customers can reach you.

How does handover to your team work?

Human handover is an early release. In Settings, verify a UK or US mobile, landline or fixed VoIP number with a code sent by text message or phone call, then turn handover on for the support agent, the sales agent or both. Support and sales are verified separately, so each can ring a different team.

Once it’s on, the agent offers to connect the caller to your team when it can’t answer, and the caller can choose Talk to a human, give their name and choose Connect me. The AI conversation ends and its transcript is saved, then your team’s phone rings. The person who answers hears a private briefing of under 15 seconds with the caller’s name, your product name and a short summary of the issue, and then the caller is connected. The call with your team lasts up to 10 minutes.

Where does a handed-over call go?

Only to the number your team verified for that agent. A caller can’t choose or change it, and a replacement number takes over only once it has been verified. While the caller waits, the widget shows the handover’s progress.

If nobody answers, the caller is told your team couldn’t connect, and their conversation stays saved. If a handover can’t be prepared, nobody is called, and the workspace owner gets an email that names no caller and includes no transcript.

What is still being tested?

Customer routing, including delivery of verification codes, is still being tested, so keep your usual contact options on the page beside the widget. These limits also apply today.

  • Handover takes one call at a time for each workspace, and a caller who asks while another is under way is told to try later.
  • The Escalated status in your conversation list means a handover started, not that a person answered.
  • Business-hours routing and a callback queue aren’t built.

Common questions

Can customers reach a person from the widget today?

Yes, if you turn on human handover, an early release. Your team verifies a UK or US phone number in Settings and turns handover on for the support or sales agent, then a Kawl Now caller can choose Talk to a human, and the person who answers hears a private briefing before the caller is connected. With handover off, the agent suggests your website’s usual contact options. Customer routing is still being tested, so keep those options on the page.

When will human handoff be available?

It’s available now in Kawl Now as an early release, for UK and US team phone numbers. Customer routing, including delivery of verification codes, is still being tested, and business-hours routing and a callback queue aren’t built, so keep your usual contact options beside the widget.