Routing & Handoffs
Evnao allows you to configure complex logic for when the AI should attempt to resolve a ticket, and when it should gracefully hand off the conversation to a human agent.
How it works
Every time a user sends a message, Evnao runs a real-time sentiment and intent analysis pass before generating a response. If the analysis triggers one of your pre-configured routing rules, the AI halts generation and triggers the handoff.requested webhook.
The"Reviewer" Paradigm
Unlike legacy chatbots that force users to type"speak to human" over and over, Evnao seamlessly brings a human agent into the chat as a"Reviewer" for complex actions like issuing high-value refunds, while the AI continues to handle the boilerplate pleasantries.
Example Rule Configuration
You can configure these rules via the Dashboard UI or programmatically via the API.
{"rules": [ {"id":"rule_1","trigger":"sentiment","operator":"equals","value":"angry","action":"assign_to_team","target_team":"escalations" }, {"id":"rule_2","trigger":"intent","operator":"equals","value":"account_deletion","action":"require_human_approval" } ]
}