When a caller asks for a human

Bella never just drops a caller. The moment someone asks for a real person, she handles it the way Joe asked — for the pilot she warmly takes a message — and then the team gets a single, self-contained alert. Here's exactly what that looks like for the real deal: the call moment, the email that lands, and the ticket on your dashboard.

1 · On the call

CallerActually, could I just speak to one of the vets about this?

BellaOf course — let me take down what you need and I'll make sure the right person gets back to you as soon as they can. What would you like me to pass on?

CallerJust that Bramble's got a heart murmur and I want to check the anaesthetic's safe before I book.

BellaGot it — I'll pass that to the team now with everything we've talked about, and someone will call you back on this number. Anything else in the meantime?

Bella confirms the message back verbally so the caller hangs up reassured. The actual work — the alert below — fires the instant the call ends, so the caller is never left on the line.

2 · The email the team receives

To: clinical@luna.pet

Subject: [Action needed] Phone caller wants a callback — Sarah Whitcombe (HUM-2041)

Sarah Whitcombe (pet: Bramble) asked to speak to a member of the team on a phone call.

• Customer: Sarah Whitcombe (447700900113)
• Came in via: Phone call to Bella (voice agent)
• What they wanted help with: Wants to check whether Bramble's heart murmur affects the dental anaesthetic before she books in.

Call summary:
Caller rang about her 11-year-old spaniel Bramble, who has bad breath and some yellow-brown build-up. Bella triaged the signs and explained the Protect & Shine clean. Caller mentioned Bramble has a diagnosed heart murmur and wanted a vet's view on the anaesthetic risk before committing. Bella took a message and reassured the caller the team would call her back.

What happens now:
• Bella has been PAUSED on this conversation — she will NOT auto-reply until this is resolved,
  so the customer won't get any more automated messages while you handle it.
• To deal with it, either reply to Sarah Whitcombe from the dashboard (it reaches them as an SMS to
  447700900113) or give them a ring back on that number.
• When you've sorted it, click Resolve on this ticket in the dashboard. That closes it and lets
  Bella pick the thread back up if the customer messages again.

Open it here: /admin/review (reference HUM-2041)

Everything the team needs to pick it up cold: who called, what they actually wanted, the call summary, and — because Bella has paused herself on this thread — exactly how to deal with it. (This goes to your review inbox and hannah@luna.pet; the demo never emails anyone.)

3 · The ticket on your alerts dashboard

Speak-to-human requestPhone callHUM-2041AI paused

Caller asked for a real person on a phone call · reply by SMS or call back

Sarah Whitcombe · 447700900113

What they wanted: Wants to check whether Bramble's heart murmur affects the dental anaesthetic before she books in.

Call summary: Caller rang about her 11-year-old spaniel Bramble, who has bad breath and some yellow-brown build-up. Bella triaged the signs and explained the Protect & Shine clean. Caller mentioned Bramble has a diagnosed heart murmur and wanted a vet's view on the anaesthetic risk before committing. Bella took a message and reassured the caller the team would call her back.

Bella is paused on this chat — she won't auto-reply until you resolve it. Reply below (it reaches them by SMS) or ring them back on 447700900113, then click Resolve to close it and let Bella pick the thread back up.

Optional note to the customer…ApproveRejectResolve (no reply)

Reply / ring back → click Resolve when sorted. That closes the ticket and lets Bella resume on the thread if the customer messages again.

This is the live /admin/review console — the same place teeth-photo reviews land. A green Phone call tag and the call summary are the only thing that marks it out as a voice handoff.

Why it works this way: a phone line can't hold the caller while a side-effect runs, so Bella promises the callback out loud and the alert fires on hang-up — guaranteeing a follow-up every time, with no risk of a transfer ringing out and dropping the caller. Pausing Bella means the customer won't get any more automated messages while a person handles it; resolving hands the thread back to her.