People and agents together: handover, business hours and AI notice

Agents work best when the rules for working alongside the team are clear. These controls define them.

Hand over to a person

A conversation can be handed to the team at any time. The agent goes quiet and a note is recorded in the customer's history. When the team replies, the agents also stay quiet for a configurable time.

Continue button

To give the conversation back to the agent, use Continue. If you prefer, set the silence to end on its own after a while, from 15 minutes to 24 hours after the team's last reply.

Business hours

Set the days and hours when the team works. Outside them, you choose what automated service does with existing customers: reply as usual or let them know the team will get back when it opens. New leads are always served, at any time.

AI notice

Set up a message that tells the customer, before the first automated reply, that they are talking to an AI assistant. In clinics, this message should make it clear that the AI does not replace a professional's assessment.

Team notes guide the agent

Private notes and agreements recorded by the team become internal guidance for the agents. If the front desk notes "the customer prefers to be called by their last name", the agent follows it. These notes are never mentioned to the customer.

Example

At Dr. Paulo's law office, the agents serve people after hours, say they are AI assistants and book the first meeting. During the day, when a lawyer replies, the agent stays quiet until it is called back with Continue.

tripaulx AI agents

These rules exist because tripaulx AI agents work as part of the team, not as an isolated bot: they serve customers, book appointments and organize the CRM, and they know when to hand over to a person.