Escalation notifications
Escalation notifications alert specific team members when a chat requires human intervention, ensuring timely responses to critical customer situations.
Navigate to Agents → Escalations to access Escalation notifications. This section allows you to define who is notified when a conversation needs a human hand. This ensures your team can step in immediately for situations that AI cannot fully handle, preventing delays and maintaining consistent customer support. Escalation notifications can be sent via Email or SMS to designated team members, giving flexibility in how alerts are received.
Setting up escalation notifications
Chat escalations - Define the situations in which a conversation should be escalated to a human agent.
Use the text box to describe the prompt or condition that signals a team member should take over from the AI agent.
Escalation notifications - Allows you to alert specific team members when a conversation requires human intervention, ensuring critical messages are addressed promptly.
Manage team - Click the Manage Team button to view or update your team members in Settings → Team.
Assign notifications - For each team member listed:
Toggle the switch on to activate their notification privileges.
Select Email and/or SMS under Notify via to determine how they receive alerts.
Automatic fallback - If no team member responds within 5 minutes, the AI assistant follows up with the customer and automatically creates a ticket.
Save changes - Click Save to apply any updates made to escalation notifications or team assignments.
By configuring escalation notifications, you ensure that critical conversations reach the right team members immediately. This helps prevent delays in addressing complex or sensitive customer issues, maintains service reliability, and keeps the handoff between AI and human agents smooth without overwhelming your team with unnecessary alerts.
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