The AI Chat Platform is designed to handle common questions efficiently, but there are times when human support is needed. That is why escalation and handoff to your team is part of the experience.
When Escalation HappensEscalation rules are tailored to your business and can be triggered by:
Customer requests to speak with someone
Keywords or phrases that suggest urgency
Topics not covered in the AI's training
Repeated failed attempts to resolve a question
These triggers help the AI know when it is time to pass the conversation to your team.
What Your Team SeesYour agents will receive:
The full conversation history
Customer information, if available
Indicators of urgency or priority
AI Notes or suggestions generated during the chat
This gives your team the context they need to help quickly and effectively.
A Smooth Experience for CustomersCustomers stay in the same chat window and do not need to repeat themselves. The transition from AI to human feels natural and keeps the experience consistent.
Flexible Routing OptionsEscalations can be directed to:
Your existing ticketing or helpdesk platform
Live agent tools
Shared email inboxes
Internal chat queues
Our team will help set this up to match your tools and workflows.
