Skip to main content

Escalation & Human Handover

Seamlessly transfer conversations to your support team whenever needed.

Updated today

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:

      1. The AI agent is not confident

      2. Frustrated customer

      3. The AI agent can’t refund the order

      4. 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

  1. Go to Settings → Assignment.

  2. Choose your Default Escalation Team.

  3. Under Custom Escalation, select a Case Type and the Team to handle it.

  4. 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.

Did this answer your question?