What happens when a call needs a human, like a VIP guest or a complaint?

Voksha can identify when a call needs a human and transfer it live rather than trying to handle everything itself. You set the triggers during setup, common ones for restaurants include a caller asking for the owner or manager by name, a complaint about a past visit, a request that falls outside standard policy, someone wanting to bring an outside cake for a 20-top on a Saturday, for example, or language that signals frustration.

When one of those triggers hits, Voksha can either warm-transfer the call to a manager's cell phone or the host stand line in real time, or, if no one's available to take it immediately, capture the details, name, contact number, what the issue or request is, and flag it as urgent so a manager sees it first thing rather than buried in a routine call log. This matters because a regular customer calling to complain about a cold entree from last Friday needs a callback within hours, not a generic follow-up three days later.

For restaurants that value a personal touch with regulars, this can also work the other direction, if you flag certain phone numbers, a longtime regular, a local food critic, a corporate account that books your private room monthly, Voksha can route those calls straight to a manager rather than handling them itself, since some relationships genuinely need a human voice on the other end regardless of how good the AI handling is for a standard reservation.