Hands off to your team when it should.
Solwees is an AI receptionist for service businesses that answers calls and chats and hands a conversation to a person when a client asks for a human, complains, or needs something outside your rules. Your team gets an alert and can take the chat over.
Solwees is not trying to replace your team. It handles the routine 80%. For the tricky 20% (special requests, complaints, high-value VIPs, edge cases), it escalates to a real human, with full context attached.
Smart escalation
Customer is upset, asking for a manager, requesting something outside policy, or flagged as VIP. Solwees pings your team with an SMS or push notification.
One-tap takeover
Your manager opens the mobile app, sees the live conversation, taps "take over", types a manual reply, then hands it back to Solwees. Invisible to the customer.
Full context preserved
When your team takes over, they see the entire conversation history, customer profile, past visits, what Solwees has already said. No "let me catch up" awkwardness.
Hand back when done
Your team handles the special part, then hands the conversation back to Solwees for the rest. The agent picks up exactly where the human left off.
The right division of labour
VIPs and complaints
A 1-star-bound guest or a regular asking for the manager. Your team sees the thread before it escalates further.
Custom requests
Special pricing, package questions, off-menu services. Solwees flags, your staff handles, then hands it back for the booking.
Sales-qualified leads
High-value enquiries (real estate viewings, treatment consultations, group catering) get routed to a real human inside one tap.
Questions about handing over to a person
What happens when the AI receptionist cannot help a client?
Solwees alerts your team and tells the client that a person will look into it. The alert carries the reason: a card in the dashboard, a push in the mobile app and a message in Telegram if you connected it; an SMS can also go to the alert phone you set. The assistant keeps answering the client’s other questions. When the client asks for a person during working hours, the chat is handed over: it is marked as waiting for an operator and the assistant stays silent in it.
When does Solwees hand a conversation over to a person?
Solwees hands a conversation over when a client asks for a person, and calls a manager in the situations you list in the assistant’s settings: complaints, refunds, unusual requests, any cases you name. In those situations the manager gets an alert and the assistant keeps answering. A question it has no answer to is passed on the same way instead of guessed. Outside your working hours nothing is transferred: the client is told the request is passed on, and the manager is alerted.
How does my team take over a chat from the Solwees assistant and give it back?
Open the chat in the web dashboard or the mobile app and start typing: the chat is yours and the assistant stays silent in it. You hand it back with one tap, or a setting returns the conversation to the assistant after the period of staff inactivity you choose. The whole history and the client card are on the same screen.
What are the limits of handing a chat to a person in Solwees?
The main limit is the website chat: a reply typed by a staff member does not reach the visitor yet, so the team cannot continue a widget conversation live. In WhatsApp, Instagram, Telegram, Messenger and Viber staff replies go to the client as usual (on Instagram and Messenger within 7 days of the client’s last message). On a phone call a person can join only in working hours and only by accepting the call within 30 seconds.
Everyone does what they do best.
Solwees handles the routine, your team handles the judgement calls. No one's job gets replaced.
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