Escalations
When Aloo needs a human during a call, it escalates. There are two pathways, each triggered differently. One lets you answer a question by text. The other puts a real person on the line.
#The two pathways
Staff assist
Aloo texts you a question on WhatsApp. You reply with the answer. Aloo uses your reply to keep the call going.
Staff takeover
A staff member joins the live call and speaks to the caller directly. Either triggered by Aloo, or started by staff from the Calls page.
#Staff assist
When a caller asks Aloo something it can't answer on its own, Aloo sends the question to staff on WhatsApp. Staff replies with the answer, and Aloo uses that reply to keep talking to the caller.
- 1A caller asks Aloo something it doesn't know.
- 2Aloo messages staff on WhatsApp with the caller's question.
- 3Staff replies on WhatsApp with the answer.
- 4Aloo receives the reply and answers the caller on the call.
#Staff takeover
When a caller needs a real person on the line, a staff member joins the call directly. There are two ways this starts.
Triggered by Aloo
If Aloo decides the caller needs to speak to a person and a text reply won't do, it pings staff on WhatsApp saying someone is waiting on the line. This usually happens when the caller asks for a real person directly.
- 1Caller asks for a real person (or Aloo decides the situation needs one).
- 2Aloo messages staff on WhatsApp saying a caller is waiting.
- 3Staff opens the Calls page and joins the call.
Started by staff
Any staff member can open the Calls page at any time, see the calls in progress, and join one directly without waiting for Aloo to ping. This is useful when you want to step in before the caller asks.