When NEO hands the conversation to you
NEO hands you the conversation when a customer asks for a person, or there's a complaint, refund or final price. What alert you get and how to reply.
Updated
NEO handles the simple things and hands you the delicate ones. That way your customer is never stuck talking to an AI when they need a real person.
When it hands you the conversation
- The customer asks for a person, or writes the word to reach someone (by default, a word such as AGENT).
- There's a complaint, anger or a dispute.
- They ask for a refund.
- They ask for a final price, a discount, or a large or special order.
- There's an emergency: NEO first tells them to call emergency services, and alerts you with priority.
- NEO couldn't resolve the matter in 2 attempts.
What your customer gets
A message along the lines of: "Of course. I've passed your conversation to [your team member]. They'll write to you here [during the hours you set]." That way they know when you'll reply.
What you get
- An alert by email and in the app's bell, with the customer's name and the reason.
- A task "Attend to…" on their profile, with a short deadline (shorter if urgent).
- NEO is paused for that customer.
How to reply
- Open the alert or go to Conversations.
- Read the reason and the conversation so far.
- Write your reply.
- When you're done, mark the task as completed. NEO serves again and, next time, says "I'm back to help you…".
If you don't close the task, NEO stays paused. See Pause or turn off NEO.
Change the word or the person
You choose the person who receives handoffs in the "My first day" form; the word to reach someone comes already set. To change either one, write to support@neuroaistudio.com.
If something goes wrong
If NEO didn't hand over a conversation it should have, teach it the answer or tell us with an example.