Comms Hub

The use case

A customer asks a question. The AI handles it. When the customer wants a person — or the model fails — the conversation escalates and a human agent picks up the same thread, full history intact. Watch both sides at once.

1. Customer asks a question

   Goes to the AI. The reply streams in token by token over the websocket.

   Hi — do you ship to Canada…

2. A follow-up, still with the AI

   The assistant sees the conversation history, not just the latest line.

   What about returns…

3. Customer asks for a human

   The trigger phrase escalates the conversation. It appears in the agent queue on the right.

   I would like to talk to a human please

4. Agent takes over

   In the agent pane: click the conversation in the queue, then Take over from AI. The AI goes silent from that moment — that's the handoff contract.

5. Agent replies as a person

   Type a reply in the agent pane and send. It lands in the customer's widget instantly. Tick internal note first to leave a note the customer never sees.

6. Resolve

   Hit Resolve. The customer can still reopen or start a new conversation.