Define the exceptions
Routine approved questions belong to the AI Employee. Customers requesting a person, unresolved uncertainty, discount approvals and unusual commitments need your team. Configure the relevant rules in My AI Employee and make sure the responsible teammate can access the workspace.
Review before replying
Open the customer from Customer Queue and review the conversation, context and handover reason in Customer Workspace. Use the available human takeover action before replying. Check any quotation, promised next step or requested appointment rather than asking the customer to repeat everything. Human callbacks are performed by teammates, not AI telephone calls.
Resolve and return safely
Record the decision and correct any missing business information. Return the conversation to AI handling only when the exception is resolved and automatic replies are appropriate. Test the same scenario privately after changing a rule. Review exceptions regularly to improve knowledge while preserving approval limits.