Complaints
Dissatisfied customers reach a person who can take ownership rather than an automated reply.
Escalations: sensitive requests go to a person.
SIMCOAI answers routine questions and captures routine requests. Anything sensitive — complaints, safety, medical, legal, payment-card or emergency topics — is escalated to your team instead of being answered by AI.
How it works
Four steps from caller to your team.
Every escalation is recorded so you can see what was said, what triggered it and who picked it up.
- DetectThe AI recognises a topic you have marked as needing a person, or a caller asks directly for a human.
- Stop and hand overSIMCOAI stops trying to resolve it, tells the caller a person will handle it, and captures the details.
- RouteThe escalation is transferred to your configured number or raised in the dashboard for your team to pick up.
- RecordThe AI transcript, escalation reason and handoff event are logged for review. Browser voice takeover stops AI transcription of the human conversation.
What escalates
Topics that should never be automated.
These categories are escalated by default. You can add your own triggers for anything specific to your business.
Safety and emergencies
Anything urgent or safety-related is handed over immediately.
Medical and legal
Regulated topics are never answered by the AI on your behalf.
Payment card details
SIMCOAI will not take card numbers. Payment conversations move to a person or a secure channel.
Repeat contact
A caller who keeps coming back about the same unresolved issue can be escalated automatically.
Your own triggers
Add the phrases, services or request types that always need a human in your business.
Control
You decide the boundaries.
Escalation rules sit alongside your opening hours, services and transfer numbers in the dashboard.
Verification first
Refunds, bookings and escalations are protected by verification codes before anything is actioned.
Human approval
SIMCOAI never auto-approves a refund. A person reviews every outcome and your policy governs the result.
Full audit trail
Every escalation keeps the available AI transcript, trigger reason and resolution for later review.
Live Calls
Your voice. A real conversation.
Take over an active call from the dashboard on a phone-enabled plan.
Connect before switching
Select Take over by voice and allow your microphone. The caller stays with the receptionist until your browser is connected.
The AI stops listening
Once connected, you speak with your own voice and hear the caller directly. AI transcription and replies stop. Earlier call history stays available; configured call recording may continue.
Stay in control
Mute or unmute, move around the dashboard while talking, or end the call for both. Closing the call tab or either participant leaving ends the handoff. Ordinary call charges continue; AI processing stops.
Use a working microphone, speakers or headset and a stable connection. An escalation record alone does not connect a person. Read the live-call guide.
Ready to try it
Let SIMCOAI handle the routine and escalate the rest.
Start a 7-day trial and configure your escalation rules in the dashboard.