How to hand AI conversations off to a human
Set escalation rules so a Sell Whisper AI agent shows Talk to a human and places the conversation in the Live Chat queue.
Do this in order
Open live chat escalation settings
In the dashboard, open the agent and go to the live chat / escalation settings documented at /docs/live-chat.
Add an escalation rule
Create a rule with one of the triggers: customer request, AI confidence drop, negative sentiment, conversation loop, topic or keyword, or VIP. A teammate can also forward a conversation by hand.
Confirm the escalation to a human
When a rule fires, the agent shows a Talk to a human button or stops and escalates. The conversation appears under Live Chat → Queue.
Reply from the team queue
A human teammate opens Live Chat → Queue, takes the conversation, and replies. Your customer stays in the same thread.
Not every conversation should stay with the AI agent. Escalation rules decide when your customer sees Talk to a human and when the thread moves to your team.
See Live chat and escalation for every trigger and the queue workflow.
Common questions
What can trigger an escalation?
Where do escalated conversations go?
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