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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. Even so, a customer sometimes just wants to speak to a person, and that is possible at any time. The customer asks for it in the chat, clicks the 'talk to a person' button, or shows they are getting frustrated. In each of those cases the conversation hands over to an operator's inbox, with the full chat history attached. Your colleague knows right away what it is about and picks the conversation up seamlessly.
A chatbot that holds you hostage while you want 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 is 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.
Here is how a customer reaches a human
Your customer does not need to know how it works behind the scenes. There are three ways to reach a person, and each one hands the conversation over to an operator's inbox automatically.
They ask for it in the chat
If the customer simply types that they want to speak to someone, Sarrai recognises 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 the conversation up seamlessly
A handed-over conversation lands in an operator's inbox, ready to be taken further. Everything you need to look after the customer well sits on one screen right away.
- The full chat history is attached, so you read exactly what has already been said
- You see who you are 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 further, and decide yourself when a conversation is 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 cannot move forward for 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 is 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 is on it, and double work is avoided.
Send new questions wherever you want
You decide where a handed-over conversation lands: straight with a fixed 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 are 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 never have to think about your own friendliness, because Sarrai adapts the tone of voice for you. Every check 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 will look together at whether it fits your organisation.
