Dev
What an escalation actually contains
When the agent hands a call to a human, what travels with it - and why that payload is the difference between useful and annoying.
Handing a call to a human is easy. Handing it in a state where the human is not starting from zero is the part that decides whether escalation is a feature or an irritation.
A bad handoff is a transferred call and nothing else. The clinician picks up, the patient explains from the beginning, and the escalation has cost the patient time and the clinician context. Done often enough, staff start regarding the agent as something that generates work rather than removes it, which is fatal regardless of how good the booking logic is.
What travels with ours is the full transcript up to the point of escalation, the reason it escalated, the identified patient record where one was matched, and a short summary of what the caller actually wants. The clinician opens the call already knowing that this is a fifty-eight-year-old established patient reporting chest tightness on exertion for three weeks, referred by their GP, who rang about something else entirely and mentioned it in passing.
The trigger side is deliberately conservative. The agent escalates on recognition, not on assessment - it does not decide how serious something is, because that is a clinical judgement and it is not qualified to make one. It recognises that a call has moved outside administrative territory and stops. That asymmetry means we escalate some calls that turn out to be nothing, which is the correct direction to be wrong in.
Everything is logged: what was escalated, when, why, and to whom. The design is described from the practice's side under triage and routing, and the data handling under trust and compliance.
- 0:00Red flag recognised in the caller's own words
- 0:04Call held, clinician paged with the transcript
- 0:11Clinician picks up already knowing why
- 0:12Caller never repeats a word of it
The platform covers the architecture at a higher level, integrations lists what we connect to, and trust and compliance has the data handling detail your security review will ask for.
How it connects
Real time
Written while the patient is still on the line. Every write logged and reversible.
