Operator app (iOS / Android)

When the voice agent realizes a human is needed, it can hand the call off to one of your operators on their phone through the yourang.ai app for iOS and Android. The operator gets a push notification, accepts, and the conversation continues with no perceptible break for the customer.

How it works

1. 1

   The AI decides to transfer

   When the conversation needs a human (complex request, explicit escalation, out of scope), the agent invokes the transfer_to_mobile_operator tool.

2. 2

   Routing to the right operator

   yourang.ai queries the online operator queue for the configured department and picks an available one. If the tool has hours constraints, only on-shift operators are considered.

3. 3

   Push notification to the app

   The selected operator gets a push notification (APNs on iOS, FCM on Android) with a preview of the transfer reason, the call summary and the customer details.

4. 4

   Accept and audio bridge

   The operator accepts from the app. The system creates an audio bridge: customer, operator and (if configured) AI in conference for a few seconds, then the AI steps back, leaving human and customer on the line.

5. 5

   Full tracking

   The transferred call stays visible in the call history with all details: AI-customer transcript, transfer moment, operator-customer duration, outcome.

Operator setup

1. 1

   Create the operator profile

   /user-roles → invite the operator with the Operator role. They receive an email with the signup link.

2. 2

   Install the app

   The operator downloads yourang.ai from the App Store (iOS) or Google Play (Android) and signs in with the received credentials.

3. 3

   Check permissions

   The app asks for push notifications, microphone and (optional) contacts permissions. All are required to receive calls.

4. 4

   Assign to a department

   From the dashboard, assign the operator to one or more departments. Only calls routed to those departments will reach them.

5. 5

   Set availability hours

   On the transfer_to_mobile_operator tool, define the global hours (e.g. Mon-Fri 9-18). Outside that window, the AI does not attempt the transfer and follows the fallback rule (e.g. after-hours AI or transfer to a fixed number).

Real-time availability

The app shows operators their online/offline status and any in-progress call. If no operator of a department is online when the AI tries to transfer, yourang.ai runs the configured fallback (continue with the AI, transfer to a number, log as escalation for callback).

Differences vs. transfer to a fixed number

Smart routing

The app picks operator + department; a fixed number always rings the same phone.

Context on the fly

The operator sees the AI summary and customer data BEFORE accepting; a fixed number starts blind.

Dynamic online status

The operator can pause themselves; a fixed number rings regardless.

Multi-device availability

An operator can have the app on two devices (e.g. iPhone + iPad); a fixed number is just one.