Live transfers, ring groups, queues and voicemail

Human handoff

When a human is required, Nevo prepares a briefing with the caller identity when known, intent, important facts, urgency, what Nevo already attempted, and the recommended next action. The route then applies eligibility, schedule, ring duration, and fallback rules.

Ring groups

Ring groups define which attendants may receive a call and how they are attempted, such as simultaneous or ordered ringing. Availability and schedule rules should prevent unavailable members from being selected.

Queues

A real queue requires provider-backed call control and status events. NevoDesk must receive authoritative ringing, answered, completed, busy, failed, and no-answer callbacks to advance or recover the call safely. Draft queue configuration alone cannot prove a live call is waiting or that a member answered.

Voicemail

• Play the approved voicemail prompt.
• Record the caller message through the telephony provider.
• Attach provider-confirmed recording state when recording is enabled and lawful.
• Create a transcript and concise summary when processing succeeds.
• Notify the assigned department or person through the configured channel.
• Keep failed transcription or delivery visible as an exception.