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.
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.
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.
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.
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.
A 1-star-bound guest or a regular asking for the manager — your team sees the thread before it escalates further.
Special pricing, package questions, off-menu services. Solwees flags, your staff handles, then hands it back for the booking.
High-value enquiries (real estate viewings, treatment consultations, group catering) get routed to a real human inside one tap.
Solwees handles the routine, your team handles the judgement calls. No one's job gets replaced.
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