When the assistant hands over to a person
Calls, reports and notificationsUpdated 4 October 2026
Choose the reasons for a handover, how your team is told, and what happens on a call.
Open AI Assistant > Business Profile > «Handing over to a person» > «Reasons». Pick from «Choose reasons» or add «Your own reason».
Most reasons are deferred: your team is notified and the assistant keeps talking. A few are immediate, such as a client asking for a person, a safety issue or a payment dispute: then the assistant goes quiet and waits for your team. After hours, immediate reasons become deferred. Sales assistants keep talking and only notify your team.
Your team is told by a push in the mobile app, by Telegram alerts (Settings > Notifications) and by a text message to the «SMS alert phone».
On a call, the client hears hold music while your manager joins from the app, or with «Answer» in «Needs attention». If nobody answers within 30 seconds, the assistant takes the call back, a text message is sent and a «Manager call missed» push goes out.
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