What does a human Support Agent do?

A human Support Agent works alongside the AI agents. From the admin panel they can monitor any ongoing conversation in real time (web or WhatsApp), join a conversation and take over from the AI, and transfer a chat to another human while the full context stays synchronized. When a customer asks for a human, or the AI escalates, the conversation is routed to an available agent…

A human Support Agent works alongside the AI agents. From the admin panel they can monitor any ongoing conversation in real time (web or WhatsApp), join a conversation and take over from the AI, and transfer a chat to another human while the full context stays synchronized. When a customer asks for a human, or the AI escalates, the conversation is routed to an available agent following the company's configured escalation algorithm. The Support Agent's role exists because the AI is designed to escalate rather than fabricate when it lacks knowledge — so a human is always the backstop, and the hand-off between AI and human (and human to human) is seamless.