When your Aijent cannot help
What happens when a visitor needs a person, and how to make sure they get one.
When your Aijent cannot answer, or a visitor asks for a person, it offers a callback and captures their name, phone number and email. A phone number is always required on a sales Aijent. You get a contact and an open task in your CRM with the conversation attached, and a row in your analytics marked as an escalation.
Your Aijent will not guess. When it cannot answer, or a visitor asks for a human, it offers a callback and captures their details for your team.
That behaviour is deliberate. It is the reason you can put it in front of customers without checking every answer.
When it happens
- It does not know the answer. The information is not in your knowledge base.
- The visitor asks for a person. Some people simply prefer it.
- The visitor will not book, but still wants to be contacted.
- SureGate routed them for review, so a person decides rather than your Aijent.
What the visitor sees
A short form asking for their name, phone number and email. Your Aijent fills in anything it already knows, so a visitor who has already given their name does not type it twice.
A phone number is always required on a sales Aijent. A callback request with no number to call is a broken promise, so there is no option to turn it off.
Support Aijents are different: there you can choose whether a number is required. See the Support Aijent.
What you get
- A record in your CRM. A contact, plus an open task so it lands in somebody's to-do list rather than a note nobody opens.
- The conversation attached, so whoever calls can see what was asked before they pick up the phone.
- A row in your analytics, marked as an escalation.
The exact shape depends on which CRM you use. See integrations.
Callbacks after a booking
A visitor who has already booked can still ask for help. Your Aijent will not try to book them again, but it can still raise a callback, using the details already captured.
Making callbacks work
Call back fast. Somebody who asks to speak to a person is at the point of deciding. The gap between an hour and a day is enormous.
Read the conversation first. It is attached, and it usually tells you exactly what they wanted, so you can open with that rather than making them explain again.
Watch what keeps causing them. A callback is your Aijent telling you it did not know something. If the same question keeps coming up, that is a gap in your knowledge base, not a callback problem. Fill it and those conversations stop needing a person.
A rising callback count is a signal, not a failure
Callbacks going up usually means either your traffic is growing, or your knowledge base has fallen behind your business. Check the reasons before assuming the first.