Escalation
Escalation is handing a conversation from an AI agent to a human, automatically, based on rules like sentiment, topic or a request from your customer.
Escalation, also called live chat handoff, is the process of transferring a conversation from an AI agent to a human, automatically, based on rules such as detected sentiment, topic, a request from your customer, or the AI agent reaching the limit of what it can resolve.
Why escalation rules matter
Escalation is what makes AI-first support safe to deploy broadly: the AI agent handles repetitive, well-defined questions automatically, while conversations that need judgment, contain a complaint, or explicitly ask for a person are routed to a human without your customer having to repeat themselves.
Escalation across channels
In a multi-channel support setup, the same escalation rules apply regardless of whether the conversation started on the chat widget, WhatsApp, or Slack, and the escalation carries the full conversation context to the human agent.
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