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VaniAgent DOCS

Handoff and escalation

VaniAgent supports workflow escalation through outcomes, tags, Contact ownership, follow-up scheduling, WhatsApp human takeover, and downstream CRM webhooks.

Section titled “Recommended escalation contract”

Define the trigger, destination, context package, response time, and fallback. Typical triggers include explicit requests for a person, high intent, payment disputes, complaints, safety concerns, or repeated failure to understand.

For WhatsApp, turn AI off for the conversation when a human takes over. For voice, configure a callback or downstream sales/support task unless your deployed telephony setup has a separately verified live-transfer workflow.

Do not promise SIP/PSTN live transfer in an agent prompt unless it has been configured and tested for that number and provider.