Humans, exactly when it matters.
Vivollo resolves the routine and knows when to step back. When a conversation needs a person, it hands over the full thread, memory and customer context in real time — then quietly resumes once the human is done.
Smart escalation · full context · real-time inbox
AI handling
Resolved 2 routine chats this thread.
Escalation triggered
Refund request over your auto-approve limit.
Agent notified
Pending → routed to an available agent · 8s.
Maya took over
Stepped in with everything already loaded:
context handed overhistorymemorycustomercart
AI resumes the thread once Maya is done.
It knows when to call a human
Hand off on your terms — a refund over a limit, a frustrated customer, a VIP, an explicit 'talk to a person'. The AI handles the routine and escalates only the moments that actually need judgment.
- rule or sentiment based
- value thresholds
- explicit request
- VIP routing
Your team starts fully briefed
The agent inherits the entire thread, the AI's memory and the customer's record — so the human picks up mid-conversation without making the customer repeat a word.
- full conversation history
- AI memory + summary
- customer + order record
- live across channels
Automation picks back up
When the human wraps up, Vivollo resumes — answering follow-ups, sending the tracking link, closing the loop. One continuous conversation, not a clunky human↔bot relay.
- none → pending → active → ended
- resume after handoff
- Connexease assign + sync
- two-way, real time
The handoff
From AI to human and back
A handoff should feel invisible to the customer. Here's what happens the moment a conversation needs a person.
- 01
Detect the moment
A rule or signal marks the chat as one a human should take.
- 02
Notify the team
It moves to pending and pings an available agent in real time.
- 03
Human takes over
An agent steps in with the full thread and context in hand.
- 04
AI resumes
Once resolved, automation picks the conversation back up.
After the human is done, automation resumes the same thread.
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