Escalation from AI to a human
Reviewed by Ahmed Mohamed · Oct 31, 20261 min read3 views
Short answer
When the AI can't help or the customer asks for a person, the conversation moves to the queue and your team is notified.
When the AI escalates
- 1The customer asks to talk to a person
- 2The topic matches one of your escalation rules
- 3The AI isn't confident in its answer
- 4The customer seems upset
What the agent sees
A short summary of the conversation so far, so the customer never has to repeat themselves.
You can also take over any AI conversation manually: open it and click Take over. The AI stops replying in that conversation until you hand it back.
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