SKAPIAN LAB◆ CASE STUDY · 12 — MULTICHANNEL AGENT
One thread. Three channels.
An AI agent that picks up an email, finishes it on SMS, and closes the deal over a phone call — without losing context. Identity-aware, voice-first, human one click away.
3
Channels handed off
BlandAI
Voice runtime
OpenAI
LLM
8 wks
Pilot to live
— 01 / THE HAND-OFF
Same conversation. Different channel.
Customers don't pick a channel and stay. Our agent picks up wherever they last left off — with full memory of the thread.
STAGE 01 · EMAIL
Tue · 10:14 AM
From agent@acme.ai
Subject · Your demo follow-up
Hi Priya — thanks for trying the platform last week. Are you still evaluating? Happy to share a quick comparison vs your current setup.
— Maya, Acme AI
✓ Opened · ↳ Reply received
Replied · request SMS
STAGE 02 · SMS
Tue · 11:42 AM
Yes — interested. Can you ping me here? Easier than email.
Of course, Priya. Pricing depends on volume — what's your current monthly?
~ 8k API calls/day.
At that scale we're ~40% under your current provider. Want me to call and walk through it?
✓ Context carried · ↳ Call requested
Accepted · voice call
STAGE 03 · VOICE
Tue · 03:08 PM
CONNECTED · 04:32
"What's the catch?"
"No annual lock-in. Cancel monthly. Same SLA."
"OK. Send me the contract."
✓ Closed · Contract dispatched
— 02 / IDENTITY STITCHING
One person. Many touchpoints.
Email address. Phone number. Browser cookie. Postgres stitches them into a single conversation thread — so the agent never re-introduces itself.
— 03 / HAND-OFF RULES
When the AI steps aside.
Some moments belong to a human. The agent escalates the moment risk, sentiment, or buying-intent crosses a threshold.
INTENT · TO BUY
≥ 0.85 confidence
↓
Route to sales rep within 60s
RISK · LEGAL
Detect contract / compliance keywords
↓
Pause AI, page legal team
SENTIMENT · NEGATIVE
Three turns of frustration
↓
Hand off to senior support
DEAL · HIGH-VALUE
ARR ≥ $50k
↓
Page founder · slack ping
Every escalation logged · auditable in dashboard
— 04 / END-TO-END PIPELINE
From outbound to closed.
Outbound
Email · drip
Reply
Identity stitched
Channel Pick
SMS · voice · email
Converse
OpenAI · BlandAI
Escalate
AI → human · 1-click
Close
Contract · CRM
— 05 / IN PRODUCTION
Context that survives the hang-up.
3
Channels stitched
1-click
Hand-off to human
100%
Conversations logged
8 wks
Pilot to live
"The same conversation state spans email → SMS → voice. Hand-off rules trigger when intent or risk thresholds cross — and a human is one click away on every channel."
— On what made the agent feel human-grade
— 06 / BUILT WITH
The toolkit.
BlandAI
OpenAI
HTTPSMS
Postgres
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