Graceful Escalation Workflow
When a customer asks for a human specialist or presents an inquiry beyond the confidence threshold, Lune AI initiates an instant handoff.
Agent Copilot Features
- Full Transcript History: Agents see the entire prior conversation context immediately.
- AI Suggested Drafts: Lune AI drafts the response for the agent to review, edit, and send with one click.
- Agent Collision Avoidance: Visual presence indicators prevent two team members from answering the same conversation simultaneously.