When it needs a person, it gets a person — with everything already collected

Sortx handles the parts that follow rules and stops at the parts that need judgement. When an enquiry is unusual, contested or outside the rules the agency has set, it doesn’t improvise an answer — it hands the conversation to a person with everything gathered so far.

Three things, together: the original request in the contact’s own words, the facts collected up to that point, and the specific decision that’s left for a person to make. It isn’t a notification saying someone called.

Whenever judgement is needed rather than a rule. That includes an enquiry your rules don’t cover, and any case where the checks before a booking — property, coverage, staff eligibility and diary — don’t pass. Nothing is booked on a failed check; the enquiry goes to the team instead.

No, and Sortx doesn’t claim to. It doesn’t replace human judgement — it does the front-desk work that follows your rules, so the enquiries that genuinely need a person arrive with the groundwork done rather than competing with everything else.

The request, the collected facts and the open decision travel together to your team through the escalation routes you set up, so whoever picks it up can continue the conversation instead of starting it again. This is the live agent handoff most answering services leave out.

Yes. Supported inbound calls and conversations are answered outside branch hours under the availability and escalation rules you set, so an enquiry that needs a person is captured in full overnight and waiting complete in the morning — not lost.