Why some calls need a person
Full automation on a phone call is the wrong goal for some calls. VIPs, high-value orders and situations outside your policy deserve a person. What frustrates callers isn't the handoff itself. It's being handed over and asked to start again, with the order number and the problem explained all over from the top.
- VIPs expect a person for big requests
- Edge cases fall outside any written policy
- Repeating the story turns a handoff into a complaint
How Yuma hands off a call
Yuma Voice completes everything inside your policy itself, from address fixes to refunds. When a call should reach a person, you choose the handoff path per playbook in your Handbook: transfer the call, collect an email and follow up, or hand off cleanly. Every path keeps the context, so your team never starts from zero. The Voice launch post explains why the handoffs came first.
| Path | When to use it | What the caller gets | What your team gets |
|---|---|---|---|
| Transfer | VIPs, high-value orders, anything a person should own | A live handover to your team | The call, with context |
| Email follow-up | The request can wait for a written reply | A clear time to expect an answer | A ticket with the recording and transcript |
| Clean handoff | Yuma genuinely can't help with this | The right channel to use next | No dead-end call to chase |
A large wholesale order that needs a person
A long-time customer calls about a large wholesale order. Your Handbook says orders above a set value go to a person. Yuma recognises the rule, captures the request and transfers the call. The agent picks up already knowing the order number and what the customer wants, and the conversation starts where Yuma left it.
Benefits
01Speed
VIPs reach a person
VIPs and edge cases reach your team fast, without a queue or a phone menu.
02Context
No starting again
Every handoff carries the context, recording and transcript, so the caller never repeats themselves.
03Focus
People where they matter
Yuma completes the calls inside your policy and sends the ones your rules flag to your team.
04Control
Your rules, per playbook
Handoff conditions live in the same Handbook as email and chat, set per playbook, so no caller hits a dead end.
Yuma
Step by step
- 01
Define
Set handoff rules per playbook in your Handbook, such as VIP, order value or topic. - 02
Detect
Yuma recognises when a call matches a rule or falls outside your policy. - 03
Capture
It gathers what the caller needs, so nobody has to ask again. - 04
Route
It transfers live, collects an email and opens a ticket, or points the caller to the right channel. - 05
Record
The recording and transcript attach to the ticket in your helpdesk.
