What happens when a prospect wants to talk to a person?
Short answer: Most AI demo agents hand off by booking a meeting, with a summary of the conversation for whoever takes it. Few put a person into the conversation live. If your reps need to join mid-conversation, look at chat tools with a live inbox.
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Three kinds of handoff
A booked meeting. The agent offers a calendar and the prospect books a time. This is what most AI demo agents do.
A live takeover. A rep joins while the prospect is still on the site. Chat tools such as Qualified and Warmly let reps join a live chat.
An instant call. The prospect is connected to a rep straight away. Chili Piper's instant calls reach a rep who is online and within working hours; otherwise the prospect is shown a calendar.
If your reps need to join mid-conversation, you need a tool with a live inbox. Drift alternatives compares them.
What the rep should receive
A handoff is only as good as the context that comes with it. Before the call, whoever takes it should see what the prospect asked, what they were shown, their answers to your qualification questions and any objections, so the prospect does not have to repeat themselves.
What the prospect should get
A clear way to reach a person at any point, not only at the end, and a record of what they saw, such as a recap email they can share with their team.
Floe cannot transfer a prospect to a live person mid-session. When a prospect asks for a person, it offers your booking page: Cal.com, Calendly and Schedule Hero open inside the demo, and other schedulers open in a new tab.
A recap of each session goes to your team by email, Slack, Microsoft Teams or CRM, and the session record in the dashboard holds the transcript, the features shown, and the prospect's questions and objections. A prospect who shared an email receives their own recap, with a Schedule a follow-up link if you configured a booking page.
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