When a Node disconnects or misses a module

Human Nodes are independent providers, and a connection can drop or a module can be missed. Razviel is designed so that your customers are not left without an answer when that happens. The tickets are covered by another Human Node on your brand, then by a substitute, and, as a last resort, by your own team.

When a Human Node's connection drops

1. Razviel notices within about 90 seconds. The Console signals presence every 30 seconds, and three missed signals mark the Node offline.
2. The Node's tickets wait for them. They stay with the Node. The AI does not take them over: those cases reached a Human Node because they needed human judgment. The customer keeps their place in the queue.
3. The Node has 30 minutes to come back. If they reconnect in time, they resume their own tickets where they left them, except any ticket your team has already opened and answered.
4. After 30 minutes, the tickets are covered. They go to the other Human Nodes active on your brand, to the one with the lightest load, in their original order. If there is none, they go to your helpdesk.

New tickets keep arriving through the AI as usual throughout.

When a Human Node stops responding

A Node who has tickets waiting and takes no action for about 15 minutes stops receiving new tickets, and keeps the ones they have. If the inactivity continues, the module is disconnected after about 25 minutes of absence and the same cover runs. A Node with nothing to do is never counted as inactive.

When a module is not covered

When a Node's module is released, whether after a disconnection, a long inactivity or a missed start, Razviel covers the rest of it:

1. It is offered to other Human Nodes. The module is published for Human Nodes to take. Anyone who takes it must be certified on your brand first.
2. The substitute reads the whole conversation. The state of each ticket is its conversation, so the substitute knows where things stopped and the customer does not start over.
3. If no one takes it, your team does. The tickets go to your helpdesk.

Tickets that went to your helpdesk because no Human Node was available return to a Human Node when capacity comes back, in the order they arrived, unless your team has already opened and answered them.

When a Human Node misses modules

A Node who does not enter a confirmed module within 30 minutes of its start has not delivered it. The first time, the module is covered as above and the Node stays on your brand. A second time in the same calendar month ends the Node's work on your brand: their position opens, and a new Human Node certifies on your brand to take it. While your brand is in its free trial, the first missed module already opens the position.

What your customers see

When a Node's module is disconnected, a note appears in the conversation that the specialist was disconnected and the customer is being connected to another. The customer does not have to repeat their case.

No guarantee of a person

Razviel does not guarantee that a specific Human Node, or a substitute, is available at every moment. While human coverage is interrupted, the AI keeps working, and what it does not resolve goes to your helpdesk. A disconnection is not a sign that your plan needs more Human Nodes, and Razviel never suggests buying capacity because a Node dropped.