01 Granularity
- With no mechanism
- Either the whole line runs on AI, or you shut it off and go back to people. Nothing in between.
- What TOPPP does
- The switch sits on each customer. In one team, this customer is on a human and that one is on AI.
How a human takes over a customer the AI is talking to
TOPPP switches one customer at a time between AI and a human. The handoff happens backstage, so to the customer it feels like the same advisor all the way through.
Four questions, answered
These four lines are the whole answer. The rest of the page just shows what each one runs on.
How does handoff work?
TOPPP’s takeover switch works one customer at a time: flip this one from AI to a human, the rest keep running.
Will customers notice?
No. The handoff happens backstage: same advisor, same thread, nothing to explain twice.
How do agents split work?
TOPPP’s lead agent routes it; booking, follow-up and Q&A each hold their own role. The customer gets one reply.
How does memory work?
What the customer said stays in their own context, so the next chat picks up where the last one ended.
A clean takeover solves five things
“Hand it to a human” sounds like one action. It is five, and each needs its own mechanism. Miss one and the customer can tell.
02 The trigger
- With no mechanism
- Someone watches the queue. By the time they notice, the customer is waiting.
- What TOPPP does
- The boundary lives in your method — deal size, customer type, risk points. Your team can also switch by hand.
03 Perception
- With no mechanism
- New name, new avatar, and the customer explains the whole thing again.
- What TOPPP does
- Same advisor, same thread. All that changes is who types on the other side.
04 Context
- With no mechanism
- The person taking over scrolls the log, and the detail that mattered is missed.
- What TOPPP does
- Profile, intent, concerns, next step — all there the moment they open it.
05 Handback
- With no mechanism
- Once it goes to a person it stays there, and the follow-up stamina no longer applies.
- What TOPPP does
- Flip the switch back to AI and the multi-day follow-up carries on.
Every handoff, and every round either side of it, can be replayed afterwards → Finding which step went wrong
Why the customer can’t tell
“Invisible” is not a turn of phrase here. It rests on three product constraints you can see in the configuration.
The switch is per customer
Managed state is per customer. Move this one to a human and the rest keep running.
Only who types changes
Your team takes over in the workbench. The customer stays in their own channel: same advisor, same thread.
Both sides on record
Every round of reasoning and every tool call is recorded and can be replayed.
Where a judgement needs a licence, the line usually sits earlier → Home renovation
One reply can have several agents behind it
The customer is talking to one person. Backstage a lead agent routes the work, pulls in whichever role is needed, and sends back a single reply.
Each has a role
Booking, follow-up and Q&A each have their own goal and limit. Who owns which stage follows your process.
Pull in a role
Whatever the front agent can’t settle, the right role joins that message. The customer gets one reply.
No restarting
Booking to follow-up, AI to human — the context travels with the customer. No introductions twice.
What each role can and cannot do is a line you draw at configuration time → Keeping AI on your SOP
When they come back, it knows where you stopped
Follow-up runs across days and roles, and context is the first thing to go. Nobody should say it twice.
Picks up from there
Where the last round ended and the worry it stalled on — the next starts there.
Tied to the customer
The context belongs to the customer, not to an agent or a person on your team.
Visible on takeover
When a human steps in, profile, intent and concerns come across with the customer. No scrolling back.
It can connect to the CRM you already run; the records, fields and boundaries are confirmed against your setup during the demo.
Some things should never go to AI
The switch exists because some conversations should not be run by AI at all. That line is yours to draw.
- 01
Needs a licence
LINE / 01
Treatment plans, underwriting, structural safety: a qualified person gives those answers.
- 02
Past your authority
LINE / 02
Price, discount, delivery date: anything past what you authorised goes to a human. AI does not decide it.
- 03
You only want answers
LINE / 03
If answering the question ends the job, with no intent to read and no next step, something cheaper will do.
Six questions worth asking any vendor
Not just us. Put these six to any vendor selling AI sales or AI customer service, and the answers diverge fast.
Q / 01 · Granularity
Can you move one customer to a human, or does the whole line stop?
Q / 02 · Will customers notice
Same advisor after the handoff? Does the customer repeat themselves?
Q / 03 · What they see
Do profile, intent and concerns come across with the customer?
Q / 04 · Can it go back
Once the person is done, can that customer return to AI?
Q / 05 · Can you audit it
Can every round, and every tool call, be replayed later?
Q / 06 · Can you take it away
Can it connect to your CRM, with the records, fields and boundaries confirmed for your setup?
Draw the handoff line around your own business
A demo takes about 30 minutes. Bring the escalation rules you use today and we will map them onto TOPPP together.
- 0101 Granularity
- 0202 The trigger
- 0305 Handback
Or reach us directly business@toppp.ai