Artificial intelligence is not human — at least, not yet. So Toma has designed its latest AI systems to know when it’s time for a real person to get involved.

The dealership AI agent technology provider has introduced Safeguards for its Service Agent product as well as Inbox, a unified hub for calls, texts and follow-ups.

In a news release, Toma said it added the dealer-specific Safeguards to address dealer questions about trust and control with AI.

The additions include transfer triggers that automatically route calls to the right person when frustration is detected or certain phrases appear, follow-up alerts that flags conversation that need human attention with context for faster resolution, and transfer clawback, which reclaims unanswered transfers so callers aren’t left stranded.

“Toma builds AI agents tailored to each dealer so they can trust the AI to protect revenue, retention and reputation,” co-founder and CEO Monik Pamecha said. “By combining safeguarded autonomy with clear operational control, we help teams answer every call and resolve requests faster, without sacrificing the customer experience.”

Inbox uses AI to organize requests that require a human touch, a system designed to eliminate missed follow-ups and speed up time to resolution.

The tool orders calls, texts and follow-ups into a single queue organized by urgency, status and owner, and allowing teams see full conversation timelines with recordings, transcripts, messages and internal notes.

Users can send and receive text messages directly from Inbox. AI assists with routine replies, Toma said, and hands off complex or sensitive requests to humans immediately, helping speed triage and clarify ownership in the service lane.

“Inbox gives my team a simple way to see who needs attention right now,” Chris Murphy, general manager of Volkswagen of Oakland in Oakland, Calif., said in the release. “AI handles the routine and when a customer needs a human, we jump in instantly with the full context. We’re losing fewer follow-ups, closing the loop faster and spending more time helping customers in-store instead of sitting at our desks.”