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.
When Human Handoff is enabled, the agent automatically offers ticket creation whenever it cannot confidently answer a query. The user sees a prompt such as:
"I'm not able to fully answer that. Would you like me to create a support ticket so a human agent can follow up?"
If the user agrees, a ticket is created in your connected helpdesk (Zoho, Zendesk, or Freshdesk) containing the full conversation transcript. No manual intervention is needed.
This default triggers when:
Beyond the default behaviour, you can write custom instructions in the Escalation Rules to give the agent more precise control over when and how it escalates.
Example of custom rules:
Escalate immediately for billing questions, without attempting an answer:
When AI Agent Transfer is enabled, the agent automatically routes the conversation to another agent in your workspace if that agent is better suited to answer the query. This happens silently and instantly — the user stays in the same chat window without interruption.
For two-way handoff to work between two agents, AI Agent Transfer must be enabled on both agents. This ensures that either agent can route the conversation back if the user's needs change.
This default triggers when:
The receiving agent picks up the conversation with full context from the previous messages, so the user never has to repeat themselves.
You can write explicit transfer rules in the Escalation Rules to control exactly when and to which agent the handoff occurs.
Example of custom rules:
Route specific topics to a named agent:
Give each specialised agent a clear, narrow prompt. The more focused each agent's scope, the more accurately the routing decisions will be made.
| 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. |
Start building intelligent AI agents to engage with customers.
