Product
Escalate what needs a person
Some conversations should never be handled by an AI — and Dessa knows it. She hands off anything uncertain, sensitive or high-stakes to your team, with the full context attached.
The flow
How a handoff works
- 1
Detect
Dessa spots uncertainty, frustration, legal risk or anything on your always-escalate list — before answering, not after a failed attempt.
- 2
Package
She attaches everything: what the customer asked, what she checked, what she was about to do and why she stopped.
- 3
Route
The conversation lands with the right person — by team, language, priority or any rule you define.
- 4
Learn
After your agent resolves it, Dessa learns from the outcome. The same edge case gets closer to autonomous next time.
Why it works
Handoffs your team actually likes
No dead ends
Customers are never trapped in a bot loop. Asking for a human always works, immediately — that is a hard rule, not a setting.
Full context, zero re-asking
Your agent sees the whole conversation, the customer's history and Dessa's reasoning. Nobody asks the customer to repeat themselves.
Your escalation policy, enforced
Refund limits, VIP accounts, legal keywords, angry-customer detection — you define the lines Dessa will not cross alone.
The difference
Escalation, before and after Dessa.
Dessa's handoff
- Instant handoff the moment a person is needed
- Full transcript, history and reasoning attached
- Routed to the right team in the right language
- Frustration spotted early and escalated first
Typical bot handoff
- Bot loops that end in 'please contact support'
- Customers repeating their issue to every new agent
- Escalations arriving with zero context
- Angry customers detected only after the damage
Drag the handle to compare
FAQ
Frequently asked questions
When does Dessa hand off?
Whenever she is uncertain, whenever the conversation matches your always-escalate rules, and whenever a customer asks for a person. All three are non-negotiable defaults.
Do we pay for handed-off conversations?
No. You pay per resolved conversation only — if Dessa hands it to your team, it is free.
Can we tune what escalates?
Yes. Refund thresholds, keywords, customer segments, sentiment — escalation rules are yours to define and change anytime.
Which helpdesks does handoff work with?
Zendesk, Intercom, Freshdesk, Gorgias and Trengo. The conversation appears in your existing queue like any other ticket, with Dessa's notes attached.
See a handoff in action
Watch Dessa escalate a tricky return in the live demo — and what your team sees on the other side.