When should the AI hand over to a human?

The escalation rules that keep customers happy and your team in control of sensitive conversations.

The best AI agents know their limits. Naamo hands a conversation to your team — with a summary, so the customer never repeats themselves — in these situations:

• The customer asks for a person, or uses one of your escalation words (you choose them — for example “manager”, “complaint”, “urgent”).
• The customer is angry: the conversation is escalated as urgent.
• Naamo is not confident enough in its answer (you set the threshold).
• An answer could not be backed up by your knowledge — the draft waits for your team to check, edit, and send.
• Anything that needs a decision: refunds, payment verification, account unblocking. Naamo opens a ticket with the details but never decides these itself.

Decide how much Naamo may do on its own

In AI Agent settings you can keep Naamo to answering questions only, or let it also open tickets, book appointments, and close finished conversations. You can also require approval for sensitive topics: Naamo still does the groundwork, but its reply about money or account access waits for a person.

Make sure someone picks it up

Your team is alerted in Slack or Microsoft Teams, and by email, when a customer is waiting for a person — and again after 30 minutes. On a phone call, Naamo can transfer the caller to your team's number immediately.