When Solwees hands off and how takeover works

The agent is configured to recognise situations that should go to a human: a caller asking for the manager; complaints involving 'refund', 'damage', or repeated frustration words; high-value VIPs flagged in the system; requests outside your published policies (group sizes above the limit, off-menu requests, custom pricing). When any of these trigger, Solwees pings your team with an SMS or push notification.

What your team sees in the notification: the customer's name and phone, what triggered the escalation, a one-sentence summary of the conversation so far. From the mobile app, one tap opens the live conversation. The team member can see the full transcript, customer history, any deposit status — they're never starting cold.

Takeover mechanics: from the mobile app's live conversation view, tap 'Take over'. Solwees acknowledges the handoff to the customer ('Let me get someone on the line'), then steps aside. Your reply is sent manually. When you're done, tap 'Hand back' and Solwees picks up the conversation from where you left off, using the full context of what you said.

Hand-back is immediate: customers don't notice the transition unless you tell them. The agent does NOT re-introduce itself awkwardly. It just continues the next logical step (confirm the booking, send the deposit link, end the call politely). If the take-over was during a voice call, hand-back happens by you ending your reply and resuming the AI for the close.