Interactive example · fictional data
When it reaches a person, they do not start over.
History, attempts and the pending decision travel with the handoff to the person who takes the case.
Conceptual demonstration. It does not represent a customer case or prove available features.
Video
Transcript
[Illustrative example · fictional data] [“I have already called twice and my request is still stuck.”] [3rd call · Stuck request] It’s the third call, and the request is still stuck.
[NebulaOS · Starya builds and connects within the scope of the operation · Voice agent · CRM and order system] [Illustrative interface · Features and integrations depend on the deployment.] On NebulaOS, connected by Starya within the scope of the operation, the voice agent checks the records, CRM and order system.
[Identity confirmed on this call] [Two earlier calls and what was tried] [CRM and order system] [Pending authorization · team decision · Outside the agent’s scope] It starts from what already exists: identity and two earlier calls. A stalled authorization needs a team decision, outside the agent’s scope.
[Case package · Decision required: release the authorization or ask for more information] [NebulaOS · NebulaWorks] [NebulaWorks · Service queue · NebulaOS] [Case package] [Handoff requested · awaiting operator] [Not received by an operator yet.] [Take over] Identity, history, attempts and the decision required go together to the NebulaWorks queue. Requesting the handoff does not yet prove anyone received it.
[Case record] [Decision required: release the authorization or ask for more information] [Case received · resolution pending] [Resolving the authorization is the next task.] The operator takes over and opens the package. Receiving the case is not resolving it.
[When it reaches a person, they do not start over.] [Starya · We accelerate your AI strategy. NebulaOS is the operating foundation.] When it reaches a person, they do not start over.
What confirms completion
The operator confirms receipt of the case and its context in the case record.
What NebulaOS supports in this scenario
In this scenario, NebulaOS gathers records and history, the CRM and the order system into a case package and hands it over in NebulaWorks, where the case record confirms who took it. These systems are connected within the scope of the operation. What goes into the package and who can take the case depend on the deployment.
- NebulaWorks Brings together the work, owners, pending items and process artifacts.
- Starya / FDE Tracks unanswered transfers and recurring questions to improve the voice flow.
PBX compatibility and context handoff are verified separately.
Try it yourself
Walk through the steps of this scenario and see what changes with each choice. Fictional data; no system is accessed.
Open the simulation
Illustrative simulation · no system is accessed
The handoff to a person, seen by whoever takes it
Goal Bring the case to the team with its context and the decision required, without the person having to repeat what they already said.
- 01Call
- 02Context
- 03Exception
- 04Handoff
What we know now · v1 · In progress · step 1 of 4
The person calls for the third time.
“I have already called twice and my request is still stuck.” The voice agent recognizes the intent and starts from what already exists, not from scratch.
Who answers now Voice agent
System Telephony (IVR)
Preserved history
Every step, pending item and response stays here, in this session only. Starting over clears the simulation.
No fact recorded yet.
Systems and responsibilities
| System | What it answers for | How it takes part |
|---|---|---|
| Telephony (IVR) | Call and intent | Receives the call and the transfer |
| Records and history | Identity and the two earlier calls | Only looked up |
| CRM and order system | Status of the request and the blocker | Only looked up |
| NebulaWorks | Queue, owner and case package | Receives the package and records the operator’s acceptance |
Questions to take to your team
- Systems and data What information does the operator need to receive?
- Owner How does the team confirm it has taken the case?
- Owner Who handles the pending item if nobody is available?
- Authority What can the person taking over decide without further approval?
- Result Which event marks resolution, separate from receiving the case?
Use these questions with the guide How to hand a conversation over to the team
Related content
Steps
Owner, system, state and pending item of the experience’s 4 steps, with decisions and limits
Step 1 · Call
Receive the call
“I have already called twice and my request is still stuck.” The voice agent recognizes the intent and starts from what already exists.
- Owner
- Voice agent
- System
- Telephony
- State
- Intent recognized
- Pending
- What the person already said still needs gathering.
Step 2 · Context
Retrieve the history
The operation links the current request to the two earlier calls to avoid starting the investigation from scratch.
- Owner
- Voice agent
- System
- Records and history
- State
- History found
- Pending
- The reason for the delay is still unknown.
Step 3 · Exception
Find the blocker
The request is checked in the CRM and the order system. A pending authorization requires a decision by the team.
- Owner
- Voice agent
- System
- CRM and order system
- State
- Exception identified
- Pending
- The decision is outside the agent’s scope.
Step 4 · Handoff
Hand off the case with context
Identity, intent, sources checked, attempts and the decision required go together to the queue in NebulaWorks. The operator takes the case with the pending authorization and the history available.
- Owner
- Service queue and operator
- System
- NebulaWorks
- State
- Case received · resolution pending
- Pending
- Resolving the authorization is the next task.
Decisions to explore
- Complete context
- Conflicting information
- Operator unavailable
Pending items and limits
- Transferring the call does not resolve the request.
- A new identity check may be required, depending on the operation.
- Resolving the authorization is a separate event.
Text version
The main content, without depending on the video or the simulation.
Initial request “I have already called twice and my request is still stuck.”
The agent gathers identity, intent, history, sources checked, attempts and the blocker it found. When it finds an exception, it hands the whole set to the team with the decision required. The operator confirms receipt of the case and continues from that context.
The person calls for the third time because the request is still stuck. The agent retrieves the history, checks the request and finds a pending authorization that needs a team decision. It prepares the case package with identity, intent, sources, attempts and the decision required, and requests the handoff. While nobody takes it, the queue has an owner. When the operator confirms receipt, the case continues with them; resolving the authorization is the next task.