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A human takes over
A human takes over the conversation the moment it matters
Sarrai answers most questions on its own, but sometimes a customer just wants to talk to a person. That's possible at any moment: the conversation hands over to an operator's inbox, with the full chat history attached. Your colleague can see at a glance what's already been said and jumps straight in.
A chatbot that blocks the way to a human backfires
Customers walk away from a chatbot that keeps brushing them off when all they want is to talk to someone. What really counts is how smoothly that handover goes. Does the customer land in an empty contact form and have to tell the whole story again? Or does a colleague pick up the conversation straight away, with everything that has been said already within reach?
With Sarrai, it's the latter. The AI agent handles the bulk of the questions on its own, and the moment a human is needed, the conversation flows over to an operator. The customer notices no break, and your colleague never starts from a blank page.
How a customer reaches a human
Your customer doesn't need to know how it works behind the scenes. There are three ways to reach a person, and each one lands the conversation with your team automatically.
They ask for it in the chat
If the customer simply types that they want to speak to someone, Sarrai recognizes the request and hands the conversation over. No fixed commands needed, plain language is enough.
They click 'talk to a person'
The chat window has a clear button to reach a human. One click and the conversation is ready for your team.
They get frustrated
If Sarrai picks up on frustration in the customer's messages, it hands over to a human on its own, before the customer even asks.
Your colleague picks up right where Sarrai left off
A handed-over conversation is waiting in an operator's inbox. Everything you need to help the customer is on one screen.
- The full chat history is attached, so you read exactly what has already been said
- You see who you're chatting with and which conversations that person had before
- The customer's contact details are within reach
Work through your inbox one conversation at a time
An operator's inbox works like your mailbox. You pick up a conversation, help the customer, and decide yourself when it's done or can wait a while.
Reply with context
You reply straight in the conversation, with the full history alongside it. The customer sees one continuous conversation, whether it is the AI or a human answering.
Snooze for later
If a conversation can't move forward right now, you snooze it. It leaves your queue and comes back to the front on its own after a set period, for example 15 minutes, an hour or a day.
Close when it's done
You close a finished conversation. It leaves your queue, so your inbox only shows what still needs your attention.
Reopens on its own
If the customer sends another message after you close it, the conversation simply reopens in your inbox. Nobody slips through the cracks.
On your own or together with your team
Whether you follow up the conversations on your own or with a whole crew, Sarrai adapts to the way you work.
Personal and shared inboxes
Next to your own inbox there are team inboxes, so you manage the same stream of conversations together with colleagues.
The first to respond takes over
In a shared inbox the colleague who responds first takes over the conversation. Everyone sees right away who's on it, so no one does the same work twice.
Send new questions wherever you want
You decide where a handed-over conversation lands: straight with a specific operator, or in a whole team's inbox.
Closed? Your customer knows when someone will reply
If a customer asks for a human while your business is closed according to your set opening hours, the conversation still hands over. Sarrai tells the customer right away that someone will reply at the next open moment, for example Monday morning at 9. The customer is never left guessing, and your team picks the conversation up the moment you're back.
Sometimes nobody needs to take over the conversation
Not every question calls for a full takeover. With the expert channel, your more technical colleagues answer the question the AI agent asks them directly. The AI stays in the conversation with the customer and you only supply the missing information. You don't have to polish your reply either: Sarrai rewrites it in a customer-friendly tone. Every expert answer also feeds a suggestion into your approval inbox, so the same question gets answered on its own next time.
Read on the blog how the expert channel worksReady to let a human take over when it matters?
Sarrai handles most questions on its own and hands the conversation over smoothly the moment a human is needed. Try it free for 30 days, or book a call and we'll look together at whether it fits your organization.
