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Documentation Index

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Configure when and how your AI assistant should transfer conversations to human agents for complex issues that require human intervention.

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When to Escalate

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Automatic Triggers

  • Complex technical issues that require human expertise
  • Billing and account problems that need verification
  • Complaints or negative feedback that require personal attention
  • Requests for human assistance from users

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Manual Triggers

  • User explicitly asks for a human agent
  • Assistant reaches confidence threshold for escalation
  • Specific keywords detected in conversation
  • Time-based escalation for unresolved issues

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Configuration Steps

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1. Set Escalation Rules

Define the conditions that trigger handover:
  • Confidence levels for different topics
  • Keyword detection for specific issues
  • Conversation length thresholds
  • User sentiment analysis

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2. Configure Handover Message

Create a smooth transition message: 
"I understand you need additional help. Let me connect you with one of our human specialists who can assist you better."

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3. Set Up Agent Notifications

  • Email notifications to support team
  • Slack/Discord alerts for immediate response
  • Dashboard notifications for monitoring
  • Escalation queue management

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Integration Options

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CRM Integration

  • HubSpot: Automatic ticket creation
  • Salesforce: Lead and case management
  • Zendesk: Support ticket escalation
  • Custom CRM: API integration

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Communication Channels

  • Live Chat: Direct handover to live chat
  • Phone: Schedule callback or provide number
  • Email: Send conversation summary
  • Video Call: Schedule video consultation

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Next Steps