When the AI calls in your team

What triggers a handoff, what the guest experiences, and how your team picks up.

Anfigo is built to know its limits. Some conversations should always reach a person — here's how that works.

What triggers a handoff

A guest asks for a person — in any of the languages Anfigo speaks.
A complaint or a problem at the property (maintenance, billing disputes, anything sensitive).
A question the knowledge base can't answer — the AI says it will check rather than inventing something.
Anything you've configured to stay human under AI rules → AI behaviour (discounts, booking changes, cancellations, refunds).

What the guest experiences

Nothing jarring. The AI goes quiet — there's no "transferring you to an agent" message. Your team's next reply simply appears in the same chat, like one front desk with several people behind it.

What your team sees

The chat lands in Needs attention with a one-line brief of what's going on. Reply from the dashboard or from the phone's WhatsApp app; when it's resolved, press Resume AI to hand the conversation back.

Every handoff makes the AI better: your team's answer can be saved to the knowledge base in one tap — see Teaching the AI.