How does Riff handle escalation when a buyer needs to speak to a human?

Question

Riff · Accepted Answer

TL;DR

Riff does not transfer buyers directly to a named human in the conversation. When a buyer needs a person, Riff schedules a meeting through smart routing to the appropriate rep and their calendar, and passes buyer context into the meeting prep. Live assist, which would allow real-time hot transfers, is currently in beta and not publicly released.

How does Riff handle escalation to a human?

Riff routes buyers who need a person into a booked meeting, not a dead end.

Riff operates as a first-response layer. It resolves product questions on its own, including technical specs, feature comparisons, and implementation details, using your grounded knowledge base. When a question falls outside that knowledge base, Riff does not guess. It moves the buyer toward a conversation with a rep.

Smart routing matches the buyer to the right rep.
Riff checks that rep's calendar and books the meeting without back-and-forth.
The buyer books without leaving the conversation.
Buyer context from the conversation carries into the meeting prep, so the rep starts informed.

Does Riff transfer buyers to a human in real time?

Real-time transfer is not publicly available yet.

Live assist, which would let Riff hot-transfer specific questions or calls to a human, is in beta. Until it is released, escalation runs through scheduled meetings rather tha