Settings

How Harbor & Vine runs Alice — the business record, who answers a handoff, and how you hear about it.

Escalation routing

When Front desk should stop and find a person, and who that person is.

Recent handoffs

When Alice hands over

Tone is scored on every turn. These are the lines that trigger a handoff.

0.62
0.30 · hands over early0.95 · rarely hands over

Balanced. Alice keeps going through mild irritation and hands over on sustained frustration.

Escalate after this many consecutive negative turns, whatever the score.

2

“Can I talk to someone?” skips the tone check entirely.

How the handoff rings

Who picks up, how long they get, and what happens if nobody does.

Each person gets 20s before the next is tried.

Alice collects the details and emails the summary to your support address.

Handoff order

Alice works down this list until someone picks up.

1RCRobin Crorie+1 (617) 555-0101
2DODana Okafor+1 (617) 555-0102
3MSMarco Silva+1 (617) 555-0103

Not in the rotation

  • Priya Ramanno handoff number