Live handoff
Knowing when to stop talking
An agent that cannot pass a caller to a person is an agent that traps them. Handoff is a first-class outcome here, not a failure state.
It hands over rather than guessing
When a question falls outside what it knows, the honest answer is a person — and the caller keeps the conversation they have already had.
It never promises a transfer it cannot make
With no number configured, it says it cannot put them through and offers to take a message. A promise that does not happen is worse than a refusal.
Distress goes to a human, always
A caller in crisis is handed to a person, never hung up on. That is the default and it is not a setting we encourage changing.
Abuse does not end a customer relationship
Somebody swearing once is still a customer. The agent keeps helping and the incident is recorded; threats are a different matter and end the call.