Escalations

An escalation is when the assistant says it cannot help and a person should step in.

When an escalation happens

This can happen when:

• the customer asks to speak to a human
• the question falls outside your knowledge base
• the customer is unhappy
• the situation needs human judgment
• a safety rule prevents the assistant from replying

To use escalations, Human handoff must be turned on in Customize, on the AI Settings tab.

How you will know

There are 3 ways to spot an escalation.

Dashboard and sidebar

• Check the Needs you tile on your dashboard.
• Look for the red badge on Conversations in the sidebar.

Email

• You will get an email titled “A customer needs your attention now”.

Push notifications

• You can get a push notification on your phone or laptop.
• Tapping it opens the customer’s chat.
• Set this up in Settings, then Notifications. See Push notifications on your phone or laptop.

How to handle an escalation

1. Open Conversations.
2. Select the Escalated tab.
3. Open the conversation.
4. Read the AI summary at the top to quickly understand what the customer wants and where the assistant got stuck.
5. Turn off AI replies so the assistant does not reply while you are handling it.
6. Send your reply.
7. Turn AI replies back on.
8. Select Mark as resolved.

What the customer sees

The customer will not be left waiting without context.

The assistant tells them it is connecting them with your team. If you have set them up, it can also offer your:

• contact form
• phone number
• booking link

If the customer leaves their details, you will find them in Leads under the form name “Escalation follow-up”.

Treat escalations as a knowledge gap

Every escalation is a sign your knowledge base may be missing something.

After you reply, ask: could the assistant have answered this if the right information had been in the knowledge base?

If yes, add it as a common question so it is less likely to escalate again.

If you are getting too many escalations

That is usually a knowledge base problem, not a settings problem.

Review your last 20 escalations, find the 3 most common questions, and answer those clearly in your knowledge base.

What to do next

Read Take over and reply yourself for the step by step handoff process.