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Escalate to a person
On this page
Escalating to a person is one of the actions you can assign to your AI agent. It’s meant for moments when a conversation needs a human’s judgment or touch.
What escalating means
When this action is assigned, your agent can hand the conversation over to a member of your team instead of continuing to respond on its own. It’s useful for complex inquiries, complaints, or any situation where the agent doesn’t have a clear answer.
Where it happens
It doesn’t matter which channel: WhatsApp Business, Telegram, or your website chat. If you’ve assigned this action, the agent can escalate on any of them, and the conversation shows up flagged in the unified inbox, live so your team sees it right away.
Stepping in and handing control back
From the inbox, you step in with one click whenever you want to take over a conversation. When you’re done, you can hand control back to the agent, which picks up support as usual on that same channel.
When to turn it on
We recommend assigning this action whenever your agent handles sensitive or infrequent topics. Combined with bookings and answering questions, it gives you a complete flow: the agent resolves routine matters and escalates whatever genuinely needs a person.
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