What happens when my AI agent does not know the answer or the caller asks for a human?

You decide, and you design it in the agent's workflow (conversation flow). While the conversation is on a conversation node, the AI says what that node says. When it reaches the end of the nodes, the AI talks according to its prompt and instructions.

For these situations, use a global node. A global node lets the AI jump off track and go to it from anywhere in the conversation whenever its condition is true.

1. Open the node you want to jump to and mark it as global.
2. Give it a title, such as Speak with a manager.
3. Describe in your own words when to go there (if this, then go here).

Typical conditions: the caller asks for a manager or supervisor, the AI does not know the answer to a question, the AI is confused, the caller wants to book an appointment, or the caller is upset and does not want to speak to an AI.

For a handoff to a person, point the global node to a Call forwarding node. In the call forwarding node you set the business hours and days it forwards (for example Monday to Friday, nine to five), the caller ID to call from, and the number to forward to. If a forwarding step has no phone number set, that step fails and the run shows it.