Hand off to a human when it matters
You set the rules for when BOB stops and brings you in, an angry customer, a high-value opportunity, or anything it is genuinely unsure about, so it never overreaches on the calls that need your judgment.
Can I control who BOB replies to?
Section titled “Can I control who BOB replies to?”Yes. On any connected channel, tap its Settings: choose whether BOB answers Anyone or only people you approve, and whether it replies in group chats. You can change this anytime.
How do I set escalation rules?
Section titled “How do I set escalation rules?”Open Chat with Bob and describe what should come to you directly, for example: “If a customer sounds upset, or asks for a refund over $200, stop and message me instead of handling it yourself.” BOB follows the rule from then on.
What does a handoff actually look like?
Section titled “What does a handoff actually look like?”A good handoff brings you the full context, so the customer never has to repeat themselves, what they asked, what was already said, and why BOB is escalating.
Should I start with more approvals, or fewer?
Section titled “Should I start with more approvals, or fewer?”Start in assistant mode: BOB drafts and you approve, for the first while. You are watching and correcting, and BOB remembers each correction so you make it once. As you build trust, relax the approvals and hand it more. See Configure your AI employee.