Connect voice conversations, routing and follow-up in one department. Digital specialists work alongside your people with shared case context and clear escalation rules.
Explore how specialists connect, share context and bring your people into the work. Select a teammate to see their responsibilities and handoffs.
Contact center managerHuman direction & approvalsHuman
Understand the caller’s need, follow the configured identity checks and capture a useful case summary for the next role.
A caller needs help with a recurring billing issue. The team reviews the case, prepares a specialist callback and requests human approval for an exception before confirming the next step.
Company policies, department knowledge and role-specific permissions work together. Select a layer to see how it guides the team.
Routing rules, service procedures and prior contact context help the department coordinate conversations and follow-up.
The repeat-contact playbook preserves the existing case and routes a callback exception to the supervisor.
Inspect example actions across the department: who acted, which system was involved and where a person needs to decide.
Click a system to connect it to your contact centers team.
Illustrative connections, using example data.
Connect Phone to explore how your contact centers team uses it in this example.
They are digital specialists supporting defined contact center work such as voice intake, case routing, callbacks and escalation to human advisers.
A voice agent handles a conversation within its scope. A department coordinates that conversation with routing, specialist work, human decisions and follow-up.
A workflow can include human transfer or a callback when the issue needs an adviser. The handoff should carry the relevant case context and a clear owner.
Your team defines the approval rules. In the example, a contact center manager approves using an exception callback slot before the caller receives confirmation.
No. The demonstrated workflow separates caller-facing replies from internal routing, guidance and approval messages.
Yes. Define a specific call reason, identity checks, handoff rules and human owners, then review the workflow before expanding its scope.
Let’s design the voice, routing and human handoffs around your contact center team.
Build your department