Human handoff
AI handles the volume. Humans handle the moments that matter.
When conversations need empathy, nuance, or authority, Receiveo captures contact details, summarizes the context, and routes the conversation to the right person on your team.
Smart escalation triggers
Not every conversation should stay with the AI. Receiveo automatically detects when a conversation needs human attention based on configurable confidence thresholds, topic complexity signals, or explicit customer requests. Your team sets the rules, and the assistant handles the routing — so the right conversations reach the right people at the right time.
Confidence-based escalation
When the assistant's confidence drops below your configured threshold, the conversation is automatically flagged for human review.
Topic and complexity detection
Certain topics or multi-layered questions trigger escalation based on complexity rules you define for your support workflow.
Customer-initiated handoff
Customers can request a human agent at any point in the conversation, and the transition happens instantly with full context preserved.
Contact info collection
Before routing a conversation to your team, Receiveo collects essential contact details so agents have everything they need to follow up. Inline prompts capture name, email, and any custom fields you configure, all without disrupting the natural conversation flow. This means your team never has to chase down basic information after a handoff.
Inline contact capture
Contact prompts appear naturally within the conversation, collecting details at the right moment without feeling intrusive.
Custom field support
Add company name, account ID, or any other fields your team needs to route and prioritize handoffs effectively.
Non-disruptive flow
The capture experience is designed to feel like a natural part of the conversation, not a form submission that breaks the interaction.
Full-context handoff
When a conversation reaches a human agent, they should never have to ask the customer to repeat themselves. Every Receiveo handoff includes the escalation reason, an AI-generated conversation summary, collected contact details, and the complete message history. Agents ramp up in seconds instead of minutes, leading to faster resolution times and better customer experiences.
AI-generated conversation summary
A concise summary of the conversation highlights key issues, customer intent, and any actions already taken by the assistant.
Escalation reason tracking
Each handoff records why it was escalated — low confidence, complex topic, or customer request — giving agents immediate context.
Complete conversation history
The full message thread is carried over so agents can review every detail without switching tools or asking follow-up questions.
Every handoff includes everything your agent needs
No more asking customers to repeat themselves. Every handoff includes the escalation reason, a conversation summary, contact information, and full message history.
Escalation context
Includes the escalation reason and confidence context.
AI summary
AI-generated conversation summary for quick ramp-up.
Full history
Contact details and full message history carried over.
FAQ
Human handoff FAQs
How does escalation work?
Handoffs are triggered by confidence thresholds, topic complexity, or explicit customer requests. You configure the rules — Receiveo handles the routing. Learn more
Can we capture contact details before handoff?
Yes. Lead capture prompts gather name, email, and custom fields before routing to a human, so your team has everything they need. Learn more
How do we measure handoff outcomes?
Analytics track resolution rates, sentiment, and handoff success rates — so you can continuously improve your escalation workflows. Learn more
Launch a conversation layer your whole GTM team can use.
Unify grounded AI, web and WhatsApp coverage, human handoff, and conversation analytics without stitching together separate tools.