The first tier, on the same thread as the second.
Tiering usually means the customer explains themselves twice. It does not have to: the agent takes the first tier, and when it hands over, the person who picks it up inherits the conversation rather than a summary of it.
This walkthrough begins with a conversation coming in. Inbound communication is not available yet. Outbound calling, qualification, booking and the record-keeping described below run on the platform today.
Everything below is written as the workflow would run once inbound ships. The sequence, the scope and the handoff are the parts that do not change.
First tier to second
One conversation that changes hands without restarting.
The agent answers and discloses call recording at the start.
A backchannel is not treated as an interruption, and a real interruption is picked up from what the caller actually heard.
Inside the approved answers, with the record written as it goes.
With the thread open, so the customer does not explain themselves twice.
One thread, whichever lane a step sits in.
In scope, out of scope
The handoff is the product here, not the fallback.
A tier is a boundary in your org chart, not in the conversation.
One thread with one memory moves the cost of repeating a conversation off the customer: the boundary stays where you drew it, and the conversation does not notice it is there.
The conversation changes hands. It does not start again.
| Side of the seam | Who owns it | What happens there |
|---|---|---|
| Before | The agent | Opens, reads what is wanted, answers inside the approved knowledge. |
| The seam | Handoff | A step the workflow plans for, not a failure of it. |
| After | A person | Picks the same conversation up, at the point it had reached. |
One thread · one memory. Every turn in the order it happened, on the record it was written to, carried across the point where ownership changes.
| What crosses with it | Carried across the seam | Detail |
|---|---|---|
| Every turn, in order | — | Including the ones that arrived by text or email. |
| The record | — | Written as the conversation happened, not reconciled afterwards. |
| What the person wants | — | Read as they said it, against the criteria you approved. |
| Where the agent stopped | — | The thing it would not answer, and the rule that stopped it. |
| Without it | — | Three systems guessing at each other, and a customer who explains themselves twice. |
The agent stops. The conversation does not.
Try the live demo
Drop in your website. Alebex reads it, learns what you do, and calls you in under 30 seconds — fully trained, zero setup.