The best of both worlds - AI handles routine queries automatically while seamlessly escalating complex issues to your human team.
AI with Escalation mode combines the efficiency of automation with the quality of human support. Your AI agent handles common customer queries automatically, while intelligently escalating to live human agents when users explicitly ask or based on custom scenarios you configure.
AI automatically handles common questions using your knowledge base, freeing up your team to focus on complex issues.
Conversations are escalated to humans when customers ask for help, encounter complex issues, or based on your custom rules.
When escalated, human agents receive instant notifications and can seamlessly take over the conversation with full context.
AI provides instant responses even outside business hours, while escalations are queued for your team during working hours.
Perfect for businesses that want to automate routine questions while ensuring human support is available for complex or sensitive issues.
When your support volume is increasing but you want to maintain quality without proportionally expanding your team size.
When your product has both simple FAQs that AI can handle and complex scenarios that require human expertise and judgment.
When you want to provide instant responses 24/7 but only have human agents available during specific hours.
Conversations can be escalated to human agents in several ways:
When a customer explicitly asks to speak with a human (e.g., "I need to talk to a person"), the AI automatically escalates the conversation and notifies your team.
If the AI cannot find relevant information in your knowledge base or is uncertain about the correct response, it can automatically escalate.
Configure custom actions to trigger escalations based on specific keywords, sentiment analysis, or conversation patterns.
Human agents can monitor conversations and take over at any time from the dashboard, even if not escalated automatically.
Learn how to train your AI agent and configure escalation rules.