When Tami escalates to a human, and lead handling
Tami doesn't pretend to replace you. She handles 70–80% of conversations and hands off the 20–30% that need a human call. Setting up the handoff rules is one of the most important things you'll do.
When Tami escalates automatically
- Question outside the knowledge base — a customer asks about something not in the KB.
- Complaint / anger — Tami detects negative sentiment and stops.
- Legal language — "I'll sue" / "my lawyer" → instant handoff.
- Large amounts — by your threshold (e.g. an inquiry to buy over ₪3,000).
- VIP customer — flagged in the CRM.
How to configure
- AI Agent → Escalation rules.
- Pick the triggers — by keyword, sentiment, amount, customer type.
- Pick who the handoff goes to — a specific team member / group / your WhatsApp.
- Add a bridge message Tami sends before handing over: "One moment, I'm connecting you with someone from our team."
What the customer sees during handoff
Tami writes: "Thanks! I'm passing you to Danny on our team — he'll be back to you within 15 minutes". At the same time, you (Danny) get a WhatsApp with a summary of the conversation up to that point. You pick up right where Tami stopped.
💡 Tip
Hot leads are worth gold — Tamit pings you on WhatsApp with "tap to open conversation". The link opens the customer's WhatsApp on your side, with full context. One tap = answer in 30 seconds.
Lead tracking
Under AI Agent → Open leads you'll see everyone Tami handed off that hasn't been picked up yet. Red = over an hour. Untouched — a hot lead cools to a 15% chance of closing.