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 | Sneha Reddy | Pricing beyond agent authority | Portal leads | 3 min | Fatima Nair |
| P3 | Vivek Khan | Custom specification | Voice | 10 min | Vivek Khan |
| P2 | Anita Rao | Complaint escalation | Channel partners | 17 min | Anita Kulkarni |
| P3 | Meera Desai | Legal / compliance question | Walk-in | 24 min | Karthik Kulkarni |
| P2 | Divya Desai | High-value buyer | Voice | 31 min | Rahul Khan |
| P1 | Rohit Reddy | Repeat follow-up requested | Voice | 38 min | Rahul Rao |
| P2 | Rahul Khan | Pricing beyond agent authority | 45 min | Anita Khan | |
| P3 | Divya Joshi | Custom specification | Voice | 6 min | Karthik Kulkarni |
| P2 | Rahul Kulkarni | Complaint escalation | 13 min | Sanjay Joshi | |
| P3 | Sneha Khan | Legal / compliance question | Portal leads | 20 min | Meera Rao |
| P1 | Imran Iyer | High-value buyer | Portal leads | 27 min | Fatima Nair |
| P3 | Rahul Nair | Repeat follow-up requested | 34 min | Pooja Nair | |
| P2 | Priya Reddy | Pricing beyond agent authority | 41 min | Fatima Shah | |
| P3 | Divya Gupta | Custom specification | Walk-in | 48 min | Sanjay Joshi |
Routing rules
Editable by ops, enforced by Aiera
- Deal value above ₹50 L → senior First-home buyer desk
- Two unresolved objections in one call → team lead
- Any complaint sentiment → service manager within 5 minutes
- Compliance keyword (RERA disclosure) → compliance officer
- Repeat caller within 24h → original owner, no re-qualification
Context packets
What the human receives before saying hello
ESC-300 · Sneha Reddy
Investor in Ahmedabad evaluating Uplands Phase 3. Aiera captured budget, timeline and price per sq ft as the blocker.
ESC-301 · Vivek Khan
Channel partner in Ahmedabad evaluating Highgrove Row. Aiera captured budget, timeline and possession timeline as the blocker.
ESC-302 · Anita Rao
Investor in Pune evaluating Greenfield North. Aiera captured budget, timeline and loan approval as the blocker.
ESC-303 · Meera Desai
Channel partner in Ahmedabad evaluating Aavishkaar. Aiera captured budget, timeline and location distance 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.