Why Human Handover Matters
While the AI Bot handles most customer queries automatically, there are situations where a human agent needs to take over—for example, refunds, complex requests, or when the customer is frustrated. Setting up human handover ensures a smooth experience for your customers and keeps conversations productive.
How Escalation Works
Rule‑Based Assignment:
In the Settings → Assignment tab, you can define rules for escalation.
For each case type, you can assign the conversation to a specific team.
Examples of case types include:
The AI agent is not confident
Frustrated customer
The AI agent can’t refund the order
The AI agent can’t manage the order
Conversation Flow:
Based on the rules and the live conversation, the bot will decide when to hand over the conversation.
If no custom rules are defined, the Default Escalation Team will be used.
Default vs. Custom Handover
Default Team:
If you do not configure specific rules, all escalations will go to your Default Escalation Team.
Custom Team Rules:
Assign different teams for different scenarios (see screenshot).
Example: “Frustrated customers” go to the Customer Success team, while “Refund requests” go to Finance.
Manual Handover
If you are viewing a conversation in the Bot View within your inbox, you can manually take over at any time.
Simply reassign the conversation to yourself or a specific team.
Example Customer Interactions
Customer: “I want a refund for my last order.”
Bot: “I’ll connect you to our Refund team to assist with your refund.”
Customer: “I’ve been waiting for two weeks! This is frustrating.”
Bot: “I understand your frustration. I’m escalating this to our Customer Success team to help you immediately.”
Customer: “Can I change the size of my order?”
Bot: “Let me connect you with our Support team to help with editing your order.”
Setup Steps
Go to Settings → Assignment.
Choose your Default Escalation Team.
Under Custom Escalation, select a Case Type and the Team to handle it.
Click Save to activate the rules.
Key Points to Remember
Handover setup is mandatory, since the bot does not handle all actions.
Without custom rules, all escalations go to your default team.
You can manually reassign any conversation to take over immediately.