Human handoff
When Aiera hits the edge of its authority it packages full context and routes the conversation to the right human within seconds.
In queue
Live escalations
Avg pickup
Since routing rules went live
Auto-resolved
Never needed a human
Value in queue
Pipeline waiting
Escalation queue
Sorted by priority then wait time
| Priority | Customer | Reason | Channel | Waiting | Routed to |
|---|---|---|---|---|---|
| P1 | Imran Reddy | Pricing beyond agent authority | RFQ inbox | 3 min | Imran Rao |
| P3 | Arjun Khan | Custom specification | RFQ inbox | 10 min | Divya Joshi |
| P2 | Rahul Menon | Complaint escalation | Distributor network | 17 min | Meera Joshi |
| P3 | Vivek Gupta | Legal / compliance question | 24 min | Rahul Iyer | |
| P2 | Rohit Desai | High-value buyer | Distributor network | 31 min | Divya Reddy |
| P1 | Meera Menon | Repeat follow-up requested | 38 min | Arjun Menon | |
| P2 | Rahul Reddy | Pricing beyond agent authority | RFQ inbox | 45 min | Karthik Patel |
| P3 | Rohit Rao | Custom specification | RFQ inbox | 6 min | Rohit Joshi |
| P2 | Vivek Desai | Complaint escalation | Voice | 13 min | Karthik Menon |
| P3 | Fatima Gupta | Legal / compliance question | RFQ inbox | 20 min | Fatima Patel |
| P1 | Meera Rao | High-value buyer | RFQ inbox | 27 min | Vivek Shah |
| P3 | Priya Rao | Repeat follow-up requested | 34 min | Imran Desai | |
| P2 | Vivek Nair | Pricing beyond agent authority | Distributor network | 41 min | Anita Gupta |
| P3 | Rohit Desai | Custom specification | RFQ inbox | 48 min | Divya Khan |
Routing rules
Editable by ops, enforced by Aiera
- Deal value above ₹50 L → senior Plant EHS head desk
- Two unresolved objections in one call → team lead
- Any complaint sentiment → service manager within 5 minutes
- Compliance keyword (Standards claims (EN/NFPA)) → compliance officer
- Repeat caller within 24h → original owner, no re-qualification
Context packets
What the human receives before saying hello
ESC-300 · Imran Reddy
Design engineer in USA evaluating Chemical splash. Aiera captured budget, timeline and certification proof as the blocker.
ESC-301 · Arjun Khan
Plant EHS head in India defence evaluating FR fabrics. Aiera captured budget, timeline and unit economics as the blocker.
ESC-302 · Rahul Menon
Distributor in USA evaluating Glass fabrics. Aiera captured budget, timeline and sample lead time as the blocker.
ESC-303 · Vivek Gupta
Procurement in Middle East evaluating Carbon fabrics. Aiera captured budget, timeline and incumbent supplier as the blocker.
Handback loop
Human outcome trains the agent
- 1Human closes or resolves the conversation in the same thread.
- 2Outcome, pricing exception and language are logged to the CRM record.
- 3Aiera Brain updates the objection playbook and authority limits.
- 4Similar future cases are auto-resolved without escalation.