Control what the AI answers
Reviewed by Ahmed Mohamed · Oct 31, 20261 min read1 view
Short answer
Use AI Agent → Behavior → Escalation rules to list topics the AI should always hand to a human.
Common topics to hand over
- 1Refunds and payment disputes
- 2Complaints or angry customers
- 3Legal or medical questions
- 4Custom orders or large quotes
Steps
- 1Open AI Agent → Behavior
- 2Under Escalation rules, click Add rule
- 3Describe the topic in plain language, for example "Customer wants a refund"
- 4Choose where to send it: a team, a specific agent or the general queue
- 5Click Save
The AI also escalates whenever a customer explicitly asks to talk to a person.
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