Support teams & call centers

Everything becomes a ticket

• Chat handoffs, voicemails, after-hours calls, and workflow escalations land in one inbox 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 before account details; on the web, HMAC-verified identity 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.