What Is Escalation?
Escalation is when your AI agent recognizes it can't handle a situation and passes it to the right person on your team - with full context.
Escalation is the process by which an AI agent transfers a conversation, task, or decision to a human team member when the situation exceeds the agent's configured capabilities. Good escalation includes full context transfer - the human receives the conversation history, relevant data, and the reason for escalation.
Smart Handoff
The agent recognizes when to escalate - complex questions, complaints, sensitive topics, or anything outside its scope.
Full Context Transfer
When escalating, the agent passes the complete conversation history, customer details, and reason for escalation.
Targeted Routing
Escalations go to the right person - billing to finance, technical to support, complaints to management.
Instant Notification
Your team gets notified immediately via Slack, email, or WhatsApp when an escalation occurs.
Escalation Tracking
Track what gets escalated and why. Use patterns to expand the agent's capabilities over time.
Seamless Experience
The customer doesn't experience a jarring transition. The conversation continues naturally.
FAQ
When does the agent escalate?
You define the triggers: complex questions, negative sentiment, specific topics, payment issues, or when the customer asks for a human.
Does the customer know they're talking to an agent?
This is configurable based on your preference. Some businesses are transparent, others prefer seamless handoff.
Can I see why something was escalated?
Yes. Every escalation includes a reason tag and the full conversation context.
AI that knows when to hand off
Configure smart escalation rules for your agent.