Switchboard puts callers through to your team when they ask for a person, or when the call goes beyond what you've told it to handle. It's a straight transfer to the number you've set, and anything it has already changed is on the case.
When
All three come down to the rules you give it, so you decide where its job stops.
Someone who wants a person should get one. Its rules can tell it to put them straight through, without arguing or asking why.
For example
You write, in plain English, the calls it should hand over. It follows them on each call. It's the language model's judgement against your instructions, so write them the way you'd brief a new starter.
For example
When the caller can't be verified, the case can't be found or the question needs something it hasn't been given a tool for, it can put them through instead of going round in circles.
For example
What happens
Because the caller asked, or because your rules say this call should go to a person.
Twilio dials the transfer number you've set for that agent, or your default number, and connects the caller.
It's a straight transfer, so the person who answers hears the story from the caller. Anything the agent changed is already on the case.
When the call ends, Switchboard can email the transcript to your team, so whoever took it can check what was said before they picked up.
Not yet
Better you hear it from us than find out on your first busy Monday.
How it's set up
A caller can always get to a person. An agent that keeps someone talking when they've asked for a human does more damage than no agent at all.
Each agent has its own transfer number. Calls that should reach different teams can come in on different agents, each putting callers through to its own team.
When to hand over is in the agent's instructions, in plain English. Change them in Switchboard and the next call follows the new ones.
Calls can be recorded, and each change the agent made before the transfer is logged on the case.
FAQ
As soon as the agent decides to transfer, the call is dialled through to your number. How fast it's answered is down to your phones and your team.
Yes. You write it in the agent's rules: the kinds of call it should hand over, and anything it must never handle itself. A caller who asks for a person can always be put through.
Nothing from Switchboard on screen yet. They have the case in SwiftCase, with anything the agent changed already on it, and the transcript can be emailed to the team when the call ends.
Only as far as your rules tell it to listen for one. It's a language model following instructions, so tell it to put such callers straight through and treat it as a first line. It supports your vulnerable-customer process; it doesn't replace it.
Each agent has one transfer number. Calls for different teams can come in on different agents, each with its own number.
Pilot Switchboard on one line, listen to the calls it puts through, and adjust its rules until it hands over at the right moments.
