Taking a hand-over

Do this

When a call comes in, the screen changes to A call is being handed to you. If the ring sound is off, click Turn the ring sound on.
Read the card. It takes a few seconds.
Click Accept (or press Enter) to take the call.
After you accept, you hear a short summary that only you can hear. Then you are on the line with the person.
To pass, click Decline.

What the card shows

The person. First name, state and the last 4 digits of the phone number.
A summary. One short paragraph from the bot about why it is handing the person over. If the bot left none, the card says so. Say hello and ask how you can help.
Already confirmed. The facts the bot learned, each with a check mark. A warning triangle and Check this with them means the answer looks wrong. Click See what they said to read their exact words.
Consent. Two badges: whether the person agreed to be recorded, and whether they were told it is an AI. A yellow badge means that is not confirmed.

Do not ask again what is already confirmed. Confirm it (“I have you down as 67, is that right?”) and move on.

If your role may not see a sensitive answer, it shows Hidden for your role.

The countdown

A ring in the top right counts down. A person is held for you for up to 30 seconds. The phone waits for you to accept for up to 20 seconds by default. Your manager can change that wait in the campaign, between 5 and 60 seconds.

If you do not accept

If you click Decline, or the time runs out:

You go back to ready. The hand-over is marked failed.
The bot stays with the person. It tells them it could not connect them and offers a callback.
Nothing is lost. The person is not dropped and not recorded as asked to stop.

If nobody on your team is free, the bot does the same. See when nobody is free.

Why you get this call

You only get people your licences and skills match. See licences.

If the card shows a red Not licensed for this state line, do not give advice or quotes. Hand the call to a colleague who is licensed.