Most automation focuses only on the moment a customer is talking to an AI. Lineshift is designed around the complete interaction: what your business already knows before the conversation starts, when a person should step in, and what needs to happen once the conversation ends.
01Before
Know the context.
02During
AI and people collaborate.
03After
Turn conversations into action.
01 · Before
Start the conversation already knowing what your team knows.
Customers shouldn’t have to start from zero. Before and during each interaction, Lineshift retrieves context from your systems: records, vehicles, appointments, opportunities, past conversations and team notes.
Incoming customer
CRMMarie Dupont
DMSPeugeot 3008 · 2022
WorkshopAppointment Thursday · 09:30
Team noteCustomer requested a courtesy vehicle
Previous interactionWebchat · yesterday
Context ready
02 · During
The right level of human involvement, conversation by conversation.
Some requests are handled entirely by AI. Others need expertise, judgement or a specific person. Lineshift switches between the two based on the request, business rules and availability.
Automate
AI handles it end to end.
Lineshift understands the request, retrieves what’s needed, completes the action and records the outcome, without adding routine work.
Assist
AI does the groundwork. A person makes the decision.
Lineshift gathers the need, validates key details and assembles the context first. The person enters with a clear brief, not a blank slate.
Escalate
Bring in a person when the conversation needs one.
When expertise, judgement or reassurance is needed, Lineshift routes to the right person, keeps the context and can resume automation afterwards.
Intelligent handoffs
A transfer is a workflow, not a button.
When a phone conversation needs a person, Lineshift can orchestrate the handoff according to who should answer, who is available and what should happen if nobody picks up. The customer context stays attached to the conversation.
01
Warm transfer
Lineshift briefs the receiving employee before connecting the customer, including who they are, why they called and what should happen next.
02
Sequential transfer
Lineshift tries eligible people and teams in a configured order until the right person accepts.
03
Parallel transfer
Lineshift contacts several eligible people at once. The first to accept connects; remaining attempts close automatically.
04
Clawback
If nobody answers, Lineshift resumes the conversation, explains what happened and follows the configured fallback.
Even after a handoff, Lineshift continues to orchestrate the journey.
The conversation can change channel without changing workflow.
The same customer journey can move between phone, webchat, SMS, WhatsApp, email and video. AI and human teams can trigger the next interaction on the channel that makes the most sense.
PhoneWebchatSMSWhatsAppEmailVideo
Different channel. Same context. Same customer journey.
03 · After
The conversation ends. The information keeps moving.
Lineshift turns every completed interaction into structured information your team can actually use.
Interaction complete
Summary
Customer wants to trade in a Golf before purchasing a Tiguan.
Reports, summaries and extracted data can be written back or sent through the channels your team already uses, depending on your deployment and integrations.
Task IQ
The right task. The right person. Automatically.
Not every conversation should end with an automated action. Sometimes the correct outcome is work for a person. Task IQ turns conversations into structured tasks and decides how that work should enter the team.
↓↓↓↓↓
Qualify
Decide what work is needed
Task IQ evaluates whether human follow-up is required and converts the outcome into a structured task.
You decide where automation stops.
Human + AI works best when the rules are explicit. Configure what Lineshift can complete automatically, when a person should intervene and what should happen when the preferred person or team is unavailable.
Routine workshop booking→AI completes
Customer asks to negotiate vehicle price→Sales handoff
Advisor doesn’t answer→Clawback
Repeated contact about an existing issue→Task IQ deduplicates
Urgent complaint→Priority escalation
Opening hours requested by WhatsApp→AI resolves
Webchat lead asks to speak→AI triggers phone call
Bringing in a human isn’t a failure of automation. Sometimes it’s exactly what the journey calls for.
Give people the conversations worth having.
People are good at judgement, expertise, reassurance, negotiation and relationships. AI is good at availability, consistency, gathering information and executing repetitive processes.
Lineshift is designed to make the two work together, not to force every customer interaction into one or the other.
AI when it scales. Human when it matters.
Human + AI on your workflow
Bring us the interaction your team still needs to handle.
Show us how the customer journey works today. We’ll build a custom Lineshift demo showing what AI can handle, where your team steps in and what happens before, during and after the interaction.
20-minute session · Built around your workflow · No commitment
