Service desk handoff
What the agent cannot resolve leaves as a structured case: the request, the approved evidence, the steps already completed and an accountable next action.
CHANNELS AND HANDOFF / FOR COMPANIES
Every answer has somewhere to go next.
The product goal is to resolve bounded, grounded requests in the place itself. When it cannot, the same service should create a case in the service desk your team already runs, reach the channel they already watch, call a person or, in a future governed workflow, hand state to the visitor's phone.
Public preview connects only to synthetic fixtures. No live customer system is connected.
The lift to level 2 is out of service.
DELIVERED TO THE VISITOR
There is a step-free route on the west side, 90 metres from here. I have opened it for you and reported the lift.
WHERE THE REQUEST COULD GO01 Service desk Workflow prototype02 Duty manager channel Platform roadmap03 Visitor phone Pilot target
SIX WAYS OUT OF THE TERMINAL
One request. The destination that actually resolves it.
Each route out carries its own maturity label. Some run in the product experience today, some are workflow prototypes shown with synthetic records, and some are the enterprise functionality this platform is built toward.
Staff channels
The case surfaces where the responsible team already works, so a floor problem reaches a duty manager in the channel they watch instead of a console they never open.
Phone handoff
Today the QR opens the public demo on a phone but transfers no route, answer or session state. A short-lived stateful handoff is a paid-pilot target.
Voice and callback
Reach a person by phone when the moment needs one, or leave the request in the queue and be called back when a specialist is free.
Follow-up and offers
After the visit, a receipt, a reminder or an offer on the channel the visitor chose, sent only because they asked for it.
Agent to agent
Pass the full context to the online assistant the company already operates, so nobody has to start the story again in a different window.
PILOT TARGET / CURRENT QR OPENS THE PUBLIC DEMO
Carry the answer only when the handoff is real.
The current QR opens a fresh copy of the public demo on a phone. It does not transfer the route, answer or conversation shown on the Terminal. The pilot target is a short-lived, consented handoff that carries only the state needed to finish the task.
- Current: open the public demo on a phone
- Pilot target: transfer bounded task state, not identity
- Expiry, deletion and recovery defined before deployment
FIT THE COMPANY
Connect the systems the company already runs.
Every organisation already owns its service stack. Each deployment names the systems, permissions and retention rules that fit, and the boundary is agreed before anything is wired. The public product preview connects only to synthetic fixtures.
Service desk and ticketing
Structured cases with ownership, completed steps and a resolution receipt
Team messaging
The case appears in the channel the responsible team already watches
Email and shared inboxes
A written record for teams that run service from an inbox
Voice and telephony
Escalation to a person on the phone, or a callback when a specialist frees up
Messaging apps
Follow-up, receipts and offers on the channel the visitor chose
Online assistants
Context handed to the web assistant the company already operates
THE BOUNDARY IS PART OF THE PRODUCT
Help follows the person. Their identity does not.
Chosen, never assumed
Nothing continues to a personal channel unless the visitor picks it at the terminal, in the moment, for that request.
A case, not a recording
A handoff carries the request, the approved evidence and the next action. It does not carry a recording of the person who asked.
Write inside the boundary
The agent writes into approved systems within the rules of the deployment, and reads only what that deployment granted.
Continuity must be explicit
The public demo has no stateful phone continuity. A pilot handoff would use a declared short-lived link rather than a returning-visitor profile.
ONE SERVICE, MANY DOORS