# Support teams & call centers

> The support playbook: everything becomes a ticket, verified account support, overflow rescue, priority lanes, post-call summaries, and batch dialing with an SMS net.

## Everything becomes a ticket

- Chat handoffs, voicemails, after-hours calls, and workflow escalations land in [one inbox](/docs/helpdesk/overview) with channel badges.
- **"AI couldn't answer"** → ticket + an honest email — an honest ticket beats a confident wrong answer.
- **Priority lane** — the P1 column tickets *and* SMSes the on-call for enterprise plans.
- **Post-call summaries** hand context to the next shift.

## On the phone

- **Verified account support** — [identity checks](/docs/doors/ai-receptionist) before account details; on the web, [HMAC-verified identity](/docs/developers/identity-verification) does the same.
- **The global "human" node** transfers with the transcript so nobody repeats themselves.
- **Overflow rescue (call centers)** — every unanswered call → text-back + ticket; many flows on one agent routed by condition (booking / billing / complaints).
- **Post-call webhook to QA** with extracted variables; **batch campaigns** dial the list with pacing, every no-answer feeding the SMS net.

## The numbers to run it on

Deflection rate (answered without a human) and median first answer time — both visible in the analytics, both the substance of the monthly report. The AI answers the ~60% that's routine and transfers the rest warmer than a hold queue.

> **THE MATH:** Per-seat-replaced framing: $500+/mo replaces the first-line queue; call centers price per line/minute against agent cost.