It's 19:10 on a Saturday. A guest in one of your apartments sends a WhatsApp: the heating has stopped, and they have a baby with them.
Octo can tell them where the thermostat is and talk them through the basic checks. But if that doesn't fix it, someone on your team needs to know, and quickly.
That's what Human Handoff is for. You decide when Octo calls for help, who hears about it, and what the guest is told in the meantime.
You decide when Octo asks for help
Octo can call your team into any conversation that needs a person, such as a complaint or an urgent problem with security, heating, lighting or water. You decide which kinds of conversation trigger a handoff. You can also set up a separate handoff for each kind of problem, so a broken boiler goes to maintenance and a billing dispute goes to reservations.
Your team hears about it wherever they are
The alert reaches the right people by email, Slack, Teams, WhatsApp, SMS or even a phone call. It comes with a summary and the full transcript, so whoever picks it up knows what's going on and can mark it as handled straight from the alert. If nobody responds, Octo widens the alert to more people. Set your working hours once, and Octo knows who to alert out of hours.
The guest isn't left wondering
You choose what Octo says at each step: when it calls the team, while the guest waits, when someone joins, and if nobody can join in time. On phone calls, Octo can also play relaxing hold music for callers while they wait.
Take over whenever you want
Your team can follow a conversation as it happens and take over whenever they like, on whichever channel the guest is using. Every conversation has a short summary and the full transcript, so they can catch up at a glance or read every word.
So on that Saturday evening, the guest gets help straight away, and if the heating still won't come on, your out-of-hours team already knows.
The same goes for any business that can't watch every inbox all day. Octo handles the routine and makes sure the rest reaches a person.
