Escalation Settings
Configure when and how AI hands conversations to human agents.
What is Escalation?
Escalation transfers a conversation from AI to human:
AI Handling → Trigger Detected → Human Notified → Human Takes Over
Escalation Triggers
Customer Request
When customer explicitly asks for a human:
| Phrases | Action |
|---|---|
| "Talk to a human" | Immediate escalation |
| "Speak to agent" | Immediate escalation |
| "Get me a person" | Immediate escalation |
Configure phrases in settings.
Sentiment Detection
Escalate on negative sentiment:
| Sentiment | Threshold | Action |
|---|---|---|
| Frustrated | High | Escalate |
| Angry | Medium+ | Escalate |
| Threatening | Any | Immediate |
AI Confidence
When AI isn't sure:
IF confidence < 70%
THEN escalate with context
Topic-Based
Certain topics always escalate:
| Topic | Reason |
|---|---|
| Billing disputes | Sensitive |
| Legal questions | Compliance |
| Complaints | Customer care |
| Large orders | High value |
Loop Detection
After repeated attempts:
IF same question asked 3 times
THEN escalate
Time-Based
Conversation taking too long:
IF conversation > 15 minutes without resolution
THEN offer escalation
Escalation Configuration
Global Settings
Default settings for all agents:
| Setting | Default | Description |
|---|---|---|
| Auto-escalate | On | Enable automatic |
| Human phrase detection | On | Detect requests |
| Sentiment threshold | Medium | Frustration level |
| Confidence threshold | 70% | AI certainty |
Per-Agent Settings
Override per agent:
Support Agent:
- Confidence threshold: 65%
- Sentiment threshold: Low
Sales Agent:
- Confidence threshold: 80%
- Always escalate pricing questions
Escalation Process
Step 1: Trigger Detection
AI detects escalation needed.
Step 2: Context Gathering
AI prepares handoff:
- Conversation summary
- Customer info
- Issue identified
- Attempted solutions
Step 3: Notification
Team is notified:
- Dashboard alert
- Email notification
- Push notification (if enabled)
Step 4: Queue Placement
Conversation enters priority queue:
| Priority | Criteria |
|---|---|
| Urgent | Angry customer, VIP |
| High | Explicit request |
| Normal | Low confidence |
Step 5: Handoff
Human takes over:
- Full context provided
- AI pauses responses
- Seamless transition
Escalation Messages
To Customer
Configure what customer sees:
"I'll connect you with one of our team members who can
better assist you. They'll be with you shortly."
To Agent
What agents see:
🔴 Escalation: Order Dispute
Customer: John Doe
Channel: WhatsApp
Reason: Customer requested human
Summary: Customer wants refund for damaged item
AI attempts: Offered return label, customer unsatisfied
Routing Rules
Team Assignment
Route to specific teams:
| Trigger | Route To |
|---|---|
| Billing issues | Finance Team |
| Technical problems | Tech Support |
| Sales questions | Sales Team |
| General | General Support |
Skill-Based Routing
Route by agent skills:
IF topic = "technical" AND language = "Spanish"
THEN route to Spanish technical support
Load Balancing
Distribute evenly:
- Round robin
- Least conversations
- By availability
Business Hours
Out of Hours
Configure after-hours behavior:
| Option | Behavior |
|---|---|
| Queue | Hold for next day |
| Message | Collect info, promise callback |
| Emergency Only | Escalate urgent only |
Hours Configuration
Monday-Friday: 9 AM - 6 PM EST
Saturday: 10 AM - 2 PM EST
Sunday: Closed
Metrics
Escalation Analytics
| Metric | Description |
|---|---|
| Escalation Rate | % conversations escalated |
| Time to Escalation | When in conversation |
| Escalation Reasons | Why escalations happen |
| Resolution After | Success after escalation |
Improving Metrics
High escalation rate? Consider:
- Adding knowledge content
- Improving AI responses
- Adjusting thresholds
- Training AI on patterns