The Escalation section defines the fail-safe mechanisms for your chatbot. This is where you configure how the agent handles unanswered queries or complex issues, ensuring a smooth transition to human support or specialized agents when the AI reaches its knowledge limits.
| Field | Description | Example |
|---|---|---|
| Human Handoff | A master toggle that determines if the bot should seek external help when it cannot answer a user query. | Enabled (Toggle On) |
| Handoff Method | Selects the channel for the handoff. Options include:Create Ticket: Integrates with support tools. Send Email: Sends the chat transcript directly to an admin. | Create Ticket (via Freshdesk) |
| Auto Ticket Reply | (Add-on) An advanced feature that allows the AI to not only create a ticket but also send a reply within the ticketing tool automatically. | Checked |
| AI Agent Transfer | Enables the current bot to route specific queries to other specialized departmental bots (e.g., Support Bot routing to Sales Bot). | Enabled (Toggle On) |
When the LLM encounters a query it cannot answer with high confidence, it triggers the selected escalation path.
| Use Case | Configuration Details |
|---|---|
| Startup / Small Business | Human Handoff: Enabled Method: Send Email Why: Ensures the founder sees every unanswered question immediately without managing a complex helpdesk. |
| Enterprise SaaS | Human Handoff: Enabled Method: Create Ticket (Zendesk) Auto Reply: Enabled Why: Seamless integration into existing support queues to speed up resolution. |
| Multi-Department Org | AI Agent Transfer: Enabled Scenario: User asks "Tech Support Bot" for a refund. Outcome: Chat transfers to "Billing Bot" rather than creating a generic ticket. |
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