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Defining Critical Call-Forwarding Rules

Know when to let Toma handle a call—and when a real human needs to step in.

Overview

Even the most advanced AI can’t (and shouldn’t) handle every call situation on its own. Sometimes, a caller becomes aggressive, uses profanities, or has a complex issue that demands a real human’s expertise. In these moments, Toma needs to transfer the call to a staff member or voicemail. This guide walks you through setting up those “red flag” scenarios—so Toma stays respectful, and customers get the help they need.

Common “Red Flag” Scenarios to Consider

  1. Aggressive Language or Profanity - If Toma detects strong language or repeated threats, it can either forward the call to a manager or prompt the caller to calm down.

  2. Legal or Warranty Disputes - Complex, high-stakes issues (like a warranty claim) may require escalation. Toma can politely say, “I’m going to transfer you to our [Department Name] for better assistance.”

  3. Repeated Confusion or AI Limitations - If Toma doesn’t understand the caller after a few tries—or the caller has a very unique request—Toma can automatically transfer to a live agent.

Example: Toma Handling an Irate Caller

In this recording, Toma tries to help, notices escalating language, and promptly forwards the call to your service manager. If you like this approach, great! If not, drop us a note via Flags and we’ll adjust the threshold for escalation.

Next Steps: Test & Fine-Tune

  1. Think of trigger keywords - Examples: specific profanities or phrases like “I’m going to sue,” “lawyer,” “this is ridiculous,” etc. Use your best judgment to avoid too many false alarms.

  2. Designate Escalation Contacts - Pick the staff member or department for Toma to transfer calls to (e.g., service manager for warranty disputes, front desk for irate callers, etc.).

  3. Set a Fail-Safe - If no one’s available, Toma can send the call to a specific voicemail or a fallback number so the customer isn’t stuck on hold indefinitely.

  4. Simulate a Scenario - Call your line and simulate irate customers. Hang up on the line, and watch how Toma creates a "Follow-Up" phone log. 
    1. When a "follow-up" occurs, we will send your team a notification that this has happened. 
    2. Not getting an email? Ping support to ensure you're receiving these notifications.