04 · The Control

Everything it does runs inside your rules.

Warm handoffs with the story attached, approvals before it acts beyond its limits, and live steering for every call.

Walk through it Hear it live

Handoff readyThe story is attached

Approval neededApprove · Modify · Deny

Paused instantlyOne switch, all lines

Four capabilities · 4 sections below

04.1 · Warm handoff

When it hands over to a human, the story comes with it.

The person who picks up already knows who is calling, what they want, what has been tried and what to suggest. The customer never repeats themselves.

1A context packet: who, wants, so far, suggested
2Transfer to the right person or queue, with the call kept warm
3If nobody is free, a callback is booked with the full story

Warm handoff · call #4128Connected

LALaylaAgentNadiaFront deskNF

Context packet · the story comes with it

Who: Aisha K. · returning customer · verified by date of birth
Wants: Move her treatment to Friday and use her insurance panel
So far: Calendar checked (Friday 2 pm is free) · panel accepted · quote given
Suggested: Confirm Friday 2 pm, then offer an SMS reminder

Nadia: “Hi Aisha, I have the details. Friday at two works for you?”

Aisha did not repeat a single thing

04.3 · Live steering

Watch any call, and steer it, live.

Supervisors see every call as it happens and can type an instruction into the middle of one. The agent folds it into its next sentence without the caller hearing a seam.

1Live view of every active call
2Type an instruction; the agent adopts it on the next turn
3Take over completely at any moment

Supervisor console · front desk3 live · you are Tom

Approvals1 waiting

10% off for Omar H.
Renewal, 4 years a customer

Can you knock ten percent off if I renew today?

I can't change the price myself, so I'm asking Tom to approve 10% off. One moment.

Listening silently. Neither side can hear you.

Rules · flip one, hear the change

Agent's next line

“Ten percent off if I renew?”I can't change the price myself, so I'm asking Tom to approve 10% off. One moment.

“I want to cancel.”I'm sorry to hear that. I'm bringing in Nadia now, and she'll have everything we've covered.

04.4 · Guardrails

Everything it does runs inside your rules.

Permissions per action, consent captured and recorded, sensitive details redacted, every step on an audit trail, and one switch that pauses everything.