Define when Kal must hand off.
Topics out of scope, refund ceilings, "talk to a human," low confidence. Write the rules the way you brief a new hire.
Handoff
Full context. Right person. Customer never starts over. The exit ramp that makes AI support trustworthy.
0
Times customers re-explain
100%
Thread context on handoff
Free
Handoffs. Always.
$0.49
Only when Kal closes
Built to kill the bot trap
The fastest way to ruin AI support.
A wall that will not escalate. Smart handoff is the opposite: Kal knows when to stop, and your teammate knows everything that already happened.
Knows when to stop
Scope, confidence, or customer ask.
Outside the topics you allow, past confidence, or the customer asks for a person. Kal steps aside without trapping anyone in a loop.
Full context
Thread, sources, actions already tried.
Your teammate sees the conversation, the docs Kal used, and any steps already taken. They finish the job instead of restarting the interview.
Right desk
Billing, product, bugs. Routed cleanly.
Handoff is not a random queue dump. Route by issue type so the person who can actually solve it picks up warm.
Customer experience
No bot traps. No dead ends.
The fastest way to ruin AI support is a wall that will not escalate. Smart handoff is the exit that keeps trust intact.
Trust
Handoffs are free.
Resolution is the only bill.
Some AI tools charge when a conversation merely ends. We do not. If Kal hands off, you pay nothing for that transfer. You only pay when Kal closes the ticket for real. That keeps the product honest: escalate early when a human is better.
Playbook
Three steps.
Clean escalations.
Rules. Owners. Warm pickups. The handoff package is a product, not an afterthought.
Map owners.
Billing, product, engineering, success. Each handoff type lands with the team that can finish it.
Measure warm pickups.
Agents should open a thread and solve, not re-ask for order IDs. If they re-ask, tighten the handoff package.
Collaboration
Loop in the team.
The customer stays in one thread.
Internal notes pull engineering and design into the same conversation. The customer never sees the relay, only the answer.
Thread · #4821
The export keeps timing out at 10k rows.
Internal note
@caleb is this the batch limit? Pulling you in.
Engineering + design, same thread
FAQ
The questions about escalation.
Written by the team that built it. Sales fluff not included.
A smart handoff is when an AI agent transfers a conversation to a human with full context: the thread, sources consulted, actions tried, and a short summary. The customer does not restart. The agent does not guess what happened.
No. Handoffs are free every time. You only pay a resolution fee when Kal actually closes the ticket. That keeps incentives honest.
When the issue is out of scope, past policy limits, below confidence, or the customer asks for a person. You control the rules in plain English.
14-day trial, no card. $19 per seat. 50 free resolutions monthly, then $0.49 only when Kal closes. Handoffs free. Full pricing →
Updated July 2026