Draft: this guide describes a feature customers can't use yet, so production leaves it out.
When the AI agent asks for a rep
When the agent needs a person, you join the call with the agent still on it, so the customer doesn’t have to start over.
When a call needs a person, the agent asks for a rep and tells the caller who is joining and why. You’ll see:
- the customer’s row reading Soja is asking for a rep;
- a pulsing ring on their avatar;
- a strip above the thread reading Soja is asking for a rep, with the reason under it, such as “Annual billing”.
Join the call
- Open the conversation, then the Live call tab beside it. On your phone, tap Join on the banner, or open the call.
- Read what’s there before you speak: What Soja found and the Transcript so far.
- Choose Join call.
You join with the agent still on the call, so nobody asks the customer to repeat themselves. The transcript marks where you joined, and the strip reads You and Soja are on the call.
When the call ends, it goes into the thread as Soja answered, handed to you, with its summary.
You don’t have to wait to be asked. While the agent has a call, Join call is there for anyone on the team.
Updated