[11.24] Hayley — Agent handoff new Email Design and In app Alert

Agent Handoff with New Email Design and In-App Alerts

We've added configurable agent handoff preferences, a redesigned email notification system, and in-app alerts to ensure no prospect inquiry goes unanswered.

This means faster follow-ups, better visibility into missing data, and a closed feedback loop between AI and human agents → improving response quality and reducing lead drop-off.

Read the full details here👇

What's New

• Configurable preference settings for agent handoff alerts (toggle notifications for known vs unknown prospects with missing data).
• Redesigned email notifications with dynamic subject lines, clickable node links, and context-rich prospect details.
• In-app notification system displaying handoff alerts directly in the JAI notification bell for KG and Hayley Chat pages.

Why This Matters: Intelligence Fabric Story

Before:

• Agents only received basic handoff emails with limited context
• No visibility into which KG nodes were missing or causing AI gaps
• Unknown prospects with unanswered queries had no follow-up mechanism
• No centralized tracking of handoff alerts or agent response rates

Now:

• Dynamic emails with full prospect context and direct KG node links
• Client-controlled preferences for when to send alerts
• In-app notifications ensure no handoff is missed
• Observable, reportable system tracking every handoff by type and status

Business Impact

• Faster agent response → emails now include direct links to update missing KG nodes
• Better lead capture → configurable alerts for unknown prospects prevent drop-off
• Reduced churn risk → data gaps surface instantly with actionable next steps
• Improved AI accuracy → closed feedback loop helps teams fill missing nodes faster
• Full observability → weekly reports track handoffs, notification open rates, and missing data patterns

Built By

• Product Manager: Gul Jabeen
• Alla Sai Sanath
• Waleed Asgar
• Junaid Abdullah Mansoor
• Aena Hassan
• Neha Mishra
• Rana
• Auroob Amjad
• Mohsin Raza

How to Use It

1. Navigate to Journey AI → Preference Center → Agent Handoff settings
2.  Toggle "Notify Known Contacts" and "Notify Unknown Contacts" based on your property needs
3. Check your email or JAI notification bell when handoffs occur
4. Click "View Contact" to navigate to the CRM page or node links to fill missing data
5. Review weekly handoff reports to identify top missing KG nodes and improve AI performance

Who Benefits

• Site Agents: actionable alerts with full context
• CSMs: visibility into data gaps and handoff patterns
• Onboarding Teams: faster identification of critical missing nodes
• Clients: better lead follow-up and AI quality