Escalations

Escalations define when AI agents should hand a conversation to a human and how your team is notified.

Introduction

Escalations ensure important or sensitive customer conversations are routed to your team at the right time. When escalation conditions are met, the AI agent pauses automated handling and alerts designated team members so they can step in.

This helps your business respond quickly to urgent situations such as customer frustration, billing concerns, or direct requests for human assistance, while maintaining a smooth customer experience.

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Setting escalation conditions

Escalation conditions determine when the AI should hand off a conversation to a human.

To configure escalation conditions, go to Agents → Escalations.

In the Chat escalations section, define the situations that should trigger a handoff. Examples include:

• The customer sounds frustrated

• The customer asks to speak with a human

• Billing or refund concerns

• No response after multiple follow-ups

These conditions help the AI recognize when automated handling is no longer appropriate.

Click Save at the bottom of the page once done.

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Escalation notifications

Escalation notifications determine who is alerted when a chat escalation occurs.

In the Escalation notifications section, click Manage team (routes to Settings > Team), then enable notifications for the appropriate team members.

Under Notify via, select how each person should be notified:

• Email

• SMS

If no team member responds within five minutes, the AI automatically follows up and creates a ticket so the issue is tracked and can be addressed by your team.