A customer asks for a person, and you are the one who answers.
Human handover, the moment a customer asks for a person
OpusDone hands over the moment a conversation needs you: it stops, tells the customer a person is taking over, and puts the chat in front of you. If a customer asks for a person and the model does not escalate, the runtime escalates anyway. Two taps and you are typing.
- The runtime escalates, not the prompt
- Email alerts ignore quiet hours
- Two taps to take over
Reviewed
Being available is not the same as being told.
Most handovers break in one of three places: the model does not notice, the alert is held back, or you get so many alerts that you stop reading them.
The model decides whether you hear about it
A polite customer asks twice for a person, the model keeps answering helpfully, and nobody tells you. Behaviour this important should not live in a prompt.
The one alert that mattered was held until morning
Quiet hours exist for a reason, and then they swallow the message from the customer who was about to walk away.
One customer, three notifications
A visitor becomes a lead, books an appointment, then asks for a human. Three events, one person, and a phone that has now trained you to ignore it.
What does one OpusDone escalation look like, minute by minute?
Five reasons escalate a conversation: low_confidence, sensitive, explicit_request, tool_failure and other. sensitive is locked on and cannot be switched off.
- 18:42
The customer asks
An EN/ES keyword guardrail catches “speak to a human” and “quiero hablar con una persona”, and if the model does not escalate, the runtime escalates anyway.
- 18:42
Alerts go out
The in-app bell always rings, email is always sent and is never held by quiet hours, and Telegram arrives too if you connected it.
- 18:43
You read the card
Customer, channel, reason and the last five messages, with [Take over], [Show more] for fifteen more and [Open in dashboard].
- 18:44
Two taps, you have it
The assistant pauses, the conversation is assigned to you, the card is rewritten in place, and colleagues’ cards update to say who took it.
- 19:14
Handed back on its own
Thirty minutes of silence hands the conversation back to your assistant and tells you it has done so.
What happens when a customer asks to speak to someone?
- 01
The reason is recorded
Five reasons exist: low_confidence, sensitive, explicit_request, tool_failure and other. The sensitive reason is locked on and cannot be switched off. - 02
The runtime escalates anyway
If a customer asks for a human and the model does not escalate, the runtime escalates on its own. Mandatory behaviour lives in code, not in instructions. - 03
A keyword guardrail catches the phrasing
In English and Spanish: “speak to a human”, “quiero hablar con una persona”, “put me through”, “atención al cliente”. It deliberately ignores the phrases “AI agent” and “chatbot” first, so a prospect saying they want to buy an AI agent is not escalated. - 04
The customer is told
They are told a person is taking over, and the conversation is flagged as needing action, so the dashboard badge and the “needs you now” lane light up. - 05
You are alerted
The in-app bell always, and email always — never held by quiet hours. Telegram too, free, if you connected it. At most one alert per person, per customer, per channel in any 15-minute window. - 06
You read enough to decide
The email carries who, which channel, why it escalated, a three-bullet summary, the recent transcript and one button. The Telegram card carries the last five messages and three buttons. - 07
You take over in two taps
The assistant is paused, the conversation is assigned to you, and the card is rewritten in place. Your colleagues’ copies of the card update to say who took it. - 08
You hand back when you are done
[Hand back] resumes the assistant, [Mark done] closes the conversation, and 30 minutes of silence hands back automatically and says so in the chat.
What if the topic is a sensitive one?
That reason is locked on, and both the email and the card withhold the content entirely. All you are told is that a sensitive topic needs you, open the dashboard.
How does OpusDone tell you a customer needs a person?
The escalation email
Who it is, which channel they came in on, why it escalated, a three-bullet AI summary, the recent transcript, and one button that opens the conversation. It is sent whatever the hour.
The Telegram card
Customer name, channel, reason and the last five messages, with [Take over], [Show more] and [Open in dashboard]. Show more reveals 15 more. The full transcript is never dumped into a chat automatically.
Telegram alerts are free and optional.
The dashboard inbox
Take over, assign to a teammate, snooze, tag, reply with attachments, insert a saved reply by typing “/”, or leave an internal note the customer never sees. “Help me write” and translation produce drafts that never send themselves.
A website visitor who closed the tab gets your reply by email.
Boundaries you can rely on.
Taking over is a small feature with a lot of ways to embarrass you. These are the ones we closed.
The customer is never in your Telegram
You reply from the card, and the message is delivered on the customer’s own channel. Every receipt names the destination, in the form “Sent to Maria on the website chat.”
It will not guess which customer you meant
Handling two conversations at once means quoting the right card. Ambiguity is refused by name rather than resolved with a guess.
It will not talk over you
The runtime re-checks the pause flag immediately before committing a reply, and drops the assistant’s answer if you stepped in mid-turn.
It will not leave a takeover open in two places
A takeover started in the dashboard ends the Telegram binding, and one started from Telegram ends the dashboard one.
It will not quietly drop an alert
A delivery ledger records one row per recipient per channel, including alerts that were deliberately suppressed and the reason they were.
It will not crash the conversation
Any tool that fails escalates to you and the chat carries on. The customer sees a sentence, not a dead end.
Handover questions, answered
What if the model does not notice the request?
Will quiet hours hide an urgent handover?
What if I take over and then forget about it?
Someone says they want to buy an AI agent. Do I get pulled in?
How many alerts does one busy customer generate?
Can I reply from Telegram to two customers at once?
More on escalation and alerts
Ask for a human, get a human, always.
Replies you type in Telegram are delivered on the customer’s own channel, and every receipt names the destination; the customer is never in your Telegram. For a sensitive escalation, both the email and the Telegram card withhold the content entirely. Free to build and test, no card; 14 days from going live. Starter €39/mo, Pro €99/mo, 15% off yearly.
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