When Anna passes the matter on to your team

It is Sunday night, a quarter to midnight. Elín is lying on the sofa, scrolling through property listings. One apartment in Hlíðar stops her. The right size, the right neighbourhood, and the price is not unreasonable. She opens the chat on the estate agency's website and writes: “Is this apartment still available? Are cats allowed? And is there any chance of viewing it tomorrow, I fly abroad on Tuesday.”

Three questions, and two of them need a person to answer. Whether the seller will come down on price and what the house rules say about pets is not Anna's to decide, and a viewing time has to be arranged with people. But it is a quarter to midnight and no agent is at the screen. Even so, Elín does not hit a wall, and she does not get an empty “please get in touch.” Anna answers what she can, that the apartment is still available, tells Elín an agent will be in touch first thing in the morning, and asks for what it takes to make that go quickly: a phone number, when she is free, and how tight the timing is. On Monday morning, a quarter to nine, Sigrún at the agency opens one tidy matter. She sees who Elín is, what she asked, that she flies out on Tuesday, and that she would rather view before noon. Sigrún calls her first, ahead of everything else.

A good handoff hands over a ready matter

When a matter belongs with a person, Anna does neither of the things people fear. She does not invent an answer that sounds right, and she does not tip the visitor out into the void. She gathers what counts, writes a summary in the team's language, tells the visitor a person will take over, and gets the matter to the right place. The team receives a ready matter.

Both the visitor and the team feel the difference. The visitor does not walk away with nothing. The team does not start from zero.

Three ways to a wall

When a question goes past what can be answered automatically, most systems take one of three routes, and none of them is good.

The first is “please get in touch with us.” Polite, but it is a dead end. The visitor is sent out of the conversation to dig up an email address or a phone number, and few can be bothered at a quarter to midnight on a Sunday.

The second is a contact form. The visitor fills in fields blind, with no way of knowing whether anyone reads them or when. The form usually collects too little or too much, and the context from the conversation is lost along the way.

The third is worse than both. It is the system that forwards the team a raw transcript of the whole chat and leaves it at that. Now the team member is stuck reading through twenty messages to work out what the matter is even about, before they can so much as begin.

The fourth way, the one Anna takes, is a handoff that is genuinely ready by the time it lands with the team.

What comes with it when Anna hands over

The instant Anna passes a matter on, it becomes a logged handoff in your dashboard, and an email with the summary goes to the team automatically. Those two always happen, on every plan. On top of that you can wire the alerts into whatever the team already uses: a message in Telegram or Slack when a new matter comes in, or a handoff that becomes a logged case in your CRM, such as HubSpot. The alert comes with a summary a team member can read in a few seconds: who the visitor is, what they asked, what is still unresolved, and what is urgent. The contact details come with it, because Anna asked for them before the conversation ended.

One thing that often matters most is that the summary is in the team's language. If a German tourist writes the query in English, the Icelandic team reads it in Icelandic, with the key points drawn together, instead of translating a long thread in their head at eight in the morning.

At larger businesses you can then set precisely when Anna passes a matter on and where. Complaints can go to one place, price conversations to another, and technical matters to a third. The foundation is the same on every plan, though, including the cheapest one. The handoff is always logged and the team gets it in hand, so nobody drops through the cracks.

What a person solves, Anna can learn

When a team member finishes a matter Anna passed on, the answer has not done all of its work yet. You can take what the person did, approve it, and the next time a similar matter comes up Anna can answer it herself. That way the handoffs on what is really repetition thin out over time, and what remains are the matters that genuinely need human judgment.

Frequently asked questions

What happens if nobody is available when Anna passes a matter on? The matter waits as a logged handoff, both in the dashboard and as an email to the team, with Anna's summary and the contact details, so it can be picked up the moment someone gets to it. The visitor is told a person will follow up, not that they have been put at the back of a queue behind a system.

Does the team get enough to solve the matter, or does it have to ask the visitor again? Anna asks for what is missing before the conversation ends, a phone number or email and the details the matter turns on, so the team starts with it in hand. The aim is that the visitor does not have to repeat themselves to the person who takes over.

Is this the same as when a team member takes over the chat? Not quite. Live human takeover is when someone steps into the conversation in real time and answers right away. A handoff is the other side of the same coin, for when nobody is free in the moment or the matter is better suited to a calmer review. Then the team takes it on ready and answers when they get to it.

Which plans does this work on? A logged handoff in the dashboard and an email to the team come with every plan, including the cheapest. Telegram alerts are on every plan too; Slack and a CRM connection are added on the larger plans, and on the top plans you can set your own escalation rules for when matters go on and where.

This is why Anna answers the way she does

Anna is meant to be the first answer and to know when that answer should stop being automatic. What she may answer, she answers right away. What belongs with a person she passes on, not as a raw thread but as a ready matter: who asked, about what, what is urgent, and how to reach them. That way the team's time goes into solving the matter, not into piecing it together.

Anna answers what she should. And when the matter belongs elsewhere, she makes sure it lands in the right place, with the right person, everything to hand.

See how Anna works or try the chat right now, no signup needed. And related to this: when a team member takes over the chat in real time and who is responsible for what the AI says.

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