Handoff sequence

1. Classify and instruct. The triage classifier returns P0 or P1. On P0 the driver hears and sees the safety instruction first.

2. Recommend. The supervisor says it recommends speaking with an agent and does not describe a handoff as done. The app shows the card.

3. Confirm. The driver taps Talk to an agent or Request roadside, or the tenant’s autoOpenHumanChatOnP0 opens the chat on P0. Talk to an agent never orders a truck.

4. Escalate. The runtime calls /escalate, which reads the tenant’s Connect settings, runs the P0 checks for any side effect, places the callback if configured, writes the roadside request if confirmed, and calls StartChatContact.

5. Join. The app joins the chat with the returned participant token. The tier-2 agent answers with the initial message and attributes in view. Once a chat is open the card hides the roadside button and tells the driver to ask the agent, so a second request does not open a second contact.

If StartChatContact fails, /escalate returns an error that says whether the callback was placed, and the voice runtime tells the driver a support agent is calling their phone.