States & edge cases
Calls drop, people are busy, systems go down. These are the moments that decide whether a CX leader trusts Sayra. Each state says when it appears and what happens next, for the team and for the caller.
Every call in Live carries exactly one status, always as icon + word, so colour is never the only signal.
Default. No action needed.
Mood down 3 turns in a row.
Honoured at once, shown for the record.
A guardrail asks a person first.
Packet sent, waiting for a person.
Priya has the call.
Goal met, confirmation sent.
Ended before resolution.
The promise is “a person, with the full story”. These states keep it when the team is busy or something breaks.
When: No person accepts within 30 s; queue is full.
Sayra to caller:
“Everyone's helping other travellers right now. I can keep looking for flights with you while you wait, or Priya can call you back within 15 minutes. Which would you prefer?”
When: The person misses the 10 s accept window.
Re-routed to the next available person with the same packet. The caller hears nothing new; the wait counter keeps going.
Re-routed to Marcus · 0:14When: Line drops while waiting for a person.
The handover becomes a callback task with the packet attached. An SMS goes out:
“Sorry we got cut off. Priya will call you back in the next 15 minutes.”
When: Medical, safety or threat words detected.
Priority handover · skipped the queue
No questions first, no hold. The packet marks it as urgent for the person.
Sayra says what's wrong in plain words and hands over, instead of guessing.
When: An integration doesn't respond in 3 s.
Booking system not responding
Sayra to caller:
“I can't reach our booking system right now. Let me get a colleague who can help another way.”
All rebooking calls switch to “hand over first” until it's back.
Auto-switched 14 callsWhen: No approved source above 80% confidence.
Generative answer blocked. Sayra uses the scripted fallback:
“I want to give you the right answer on that, so I'll ask a colleague.”
Declarative fallback usedWhen: A critical test fails in simulation.
1 critical test failing
“Medical reason at the gate” must pass before v14 can go live. A lead can override with a written reason.
When: A new version underperforms after launch.
v14 handed over 2× more calls in its first hour than v13. One click returns to v13 for every new call; calls in progress finish on v14.
Quiet is good news, and it should feel like it.
When: No call needs a person.
All calm
42 calls in progress, all on track with Sayra. We'll show you here the moment one needs a person.
When: Every flagged call has been reviewed.
Nothing left to review
38 calls reviewed this week. 3 fixes published.
When: First load or reconnecting.
When: The console loses its live connection.
Reconnecting…
Calls keep running; only this view is paused. Last update 0:08 ago.