AI & chatbots
Assign a conversation to Telvoip AI like any teammate — it replies directly, and only loops in a human when it's stuck or the customer asks for one.
Escalation routing
Where the AI turns when it can't (or shouldn't) handle a conversation alone.
Let AI handle assigned conversations
Off stops the AI from replying or consulting — assigning a conversation to it becomes a no-op until turned back on
Fallback channel
Used to consult a human when a conversation has no human assignee (unassigned, or assigned to the AI itself)
What the AI replies, when it consults, and when it hands off is fully simulated — no live model runs yet. There's also no background worker: an AI-assigned conversation gets processed the moment someone opens it, and alerts only reach this browser tab — a teammate on another device won't see one until they open the app. Real model wiring and cross-device delivery land in a later phase.
Chatbots
First-line web chat and WhatsApp bots with human handover into the queue (v1: chatbots).
Call intelligence
Transcripts, summaries, sentiment, and supervisor review scores on each CDR (v1: ai_analysis).
The call-log drill-in already reserves the space — AI fields attach to the same CallRecord contract.