Conversation Escalation
Automatically escalate conversations to human operators when needed
Escalation is an automated system that transfers conversations from the AI agent to human support operators when the AI determines it cannot adequately handle the request or when specific conditions are met.
AI agents can't handle every situation. When a customer needs human assistance, escalation ensures they're connected to a real person quickly, with full context of the conversation.
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The AI agent can trigger escalation when it determines human help is needed
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When escalated, operators receive email notifications with conversation details
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A conversation summary is automatically generated and included in the escalation email
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The conversation status changes to 'escalated' in the dashboard
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Operators can view the full conversation history in the dashboard
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Escalation sound notifications can be enabled for real-time alerts
Automatic Escalation
The AI automatically escalates when it cannot handle a request adequately
Manual Escalation
Team members can manually escalate conversations from the dashboard
View Escalated Conversations
Filter conversations by 'escalated' status to see all conversations needing attention
Enable Escalation Sounds
Turn on sound notifications in settings to be alerted when conversations are escalated
- •Escalation emails are sent to all operators in your organization
- •Conversation summaries are only visible to operators, not customers
- •Escalated conversations remain accessible in the dashboard for follow-up
- •You can resolve escalated conversations after handling them
Navigate to /conversations?status=escalated in your dashboard.