Notify the team
Send an alert (with the caller’s number and a summary) without interrupting the call.
Owner take-over
Neuros handles the routine, but you decide when a human steps in. That happens through escalation rules and live take-over.
Escalation rules
Section titled “Escalation rules”On the Agent screen you can add rules that fire when something needs attention. Each rule has a trigger (a plain-language situation plus optional keywords), an action, a target (a number, an email, or “owner”), and a channel (SMS, email, or call).
Take a message
Capture what the caller needs and log it for follow-up.
Warm transfer
Connect the call to a human, playing them a quick spoken whisper summary first so they start in context.
Get a human on now
Escalate immediately for urgent situations.
Caller
This is the third time I've called about a billing error — I want a manager.
NeurosAI agent
I completely understand, and I’m sorry about that. Let me get a manager on the line for you right now — one moment.
Step into a live call yourself
Section titled “Step into a live call yourself”When a call is in progress, you can take it over from the portal — Neuros hands the conversation to you, with the caller none the wiser about the switch.
- Watch active calls from Calls (a live panel appears during a call).
- Choose to take over — you join and continue the conversation.
- The transcript marks where the human stepped in, so the record stays clear.