Why this feature
Two worries come up when you entrust your customers to an AI: that a request gets lost, and that the agent makes up an answer it doesn’t know.
Alyas addresses each with a mechanism you can see in your workspace: a leads page you can export, and a takeover signal that alerts you.
How it works
A visitor describes their need in the chat. The agent asks for their first name and surname, then their email or phone number.
The agent saves the request. It appears on the Leads page with the name, email, phone number, need, channel, the agent concerned, the qualification and the date.
You receive an alert email. If the prospect gave an address that looks valid, you can reply to them directly from that email.
If the agent doesn’t know the answer, or the customer asks for a person or complains, the agent triggers a takeover: the conversation is marked “to take over” in your workspace, and an email is sent to you.
You pick up the case with the contact details left, then click “Mark as taken over”.
What you control
The leads list, with CSV export whenever you want.
When the takeover happens: the agent hands over when information is missing from its knowledge, when the customer asks for a human or complains, or when the subject is sensitive (dispute, refund, emergency).
The “to take over” signal on the conversation, which you clear by marking it as taken over.
The alert recipient: the email address of your account.
What the agent knows: the more complete its knowledge, the less it needs to hand over to you (see the knowledge base).
Limits to know about
Worth knowing before you rely on it, stated plainly.
- The leads and takeover described here concern chat: website, WhatsApp, Messenger. On the phone, takeover goes through the agent’s transfer number, one per agent.
- For calls, it is the call history that keeps a record of each exchange: playback, transcript and summary.
- A single conversation saves two leads at most, and a contact that is already saved isn’t duplicated.
- Only one takeover email is sent per conversation, even if the customer insists.
- The lead is saved even if the alert email couldn’t be sent.
- The prospect’s email address is checked for format, not verified.
Works with
Your account emailAvailable
Alerts for a new lead and for a requested takeover.
CSV exportAvailable
From the Leads page.
Chat, WhatsApp, MessengerConditions apply
Written channels covered, once connected.
Frequently asked questions
Where do I find the requests left by my visitors?
On the Leads page of your workspace: name, email, phone number, need, channel, agent, qualification and date. The list can be exported as CSV.
Am I notified when a lead arrives?
Yes, by an email sent to your account address. If the prospect gave an address that looks valid, you can reply to them directly from that email.
What happens if the agent doesn’t know the answer?
The agent is instructed not to make things up: it passes the conversation on. It is marked “to take over” in your workspace, and you receive an email with the reason for the takeover.
How do I clear the “to take over” signal?
With the “Mark as taken over” button on the conversation, once you have taken over.
And on the phone?
The voice agent transfers the call to the configured transfer number, when the caller asks. There is only one transfer number per agent.
Can the same visitor create several leads?
Not for the same contact: it is saved once per conversation, and a conversation never exceeds two leads.
Around this feature
Feature
Calls: playback and contact recordRecording, transcript, summary and outcome of each call, plus the caller’s record.
Feature
Chat for your websiteYour agent’s widget: code to paste, name, colours, logo, font, position and allowed domains.
Feature
Knowledge baseWebsites, PDFs and notes as sources, the status of each source, smart search and shared knowledge.
Solution
Chat for your businessA written answer when the question comes up.
Guide
Qualifying a leadQualifying a prospect by phone: need, timing, budget, decision-maker, the hand-over sheet for sales and the role an AI agent can play.