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Hand-over routes

Decide which team gets a conversation when Texa AI hands it over, with what priority, labels and ticket, and what happens if nobody answers in time.

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When Texa AI hands a conversation to people, it adds a summary as a private note. A route decides where the conversation goes. Go to Texa AI → Agent and inboxes → Handover.

Add a route

Choose Add a route, and set:

  • When: the reason for the hand-over, such as Customer asked for a person, An action failed, Verification failed, Repeated confusion, WhatsApp window closed, a procedure’s own hand-over, or Everything else.
  • Team: who gets it.
  • Priority: low, medium, high or urgent.
  • Labels: separated by commas, such as fraud, ai-handover.
  • Make it a ticket: the ticket type to make, such as Complaint. An internal type is never told to the customer.

Once a route has a team, you can add a time limit: A person answers within a number of minutes, else remind the team and make it urgent, or move it to another team. Turn on Around the clock for a team that works at any hour, such as Fraud.

Choose Save.

Without routes, hand-overs stay unassigned, with the summary note.

Hours

A team’s hours are its inbox’s business hours. Outside them the customer gets the out-of-office message, unless the team works around the clock. The pick-up time starts when the team opens.

How hand-overs went

Under the routes, How handovers went shows the last 30 days: how many were handed to people, how many reached the right team, how many weren’t answered in time, and how many arrived out of hours. If people keep moving one kind of hand-over to another team, it’s listed there. Change the route.

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