Human Handover & Escalation
Receiving Escalation Emails
Last Updated: June 4, 2026This sends an email to your team when a chat is escalated to a human. It ensures no escalation is missed, and someone can follow up quickly. Steps How it works When emails are sent Important Notes Tips Next, trigger an escalation in Preview to confirm emails are being received. If you have any questions, concerns, or need further clarification, please...
Customizing Escalation Messages
Last Updated: June 4, 2026This lets you control what users see when a conversation is handed over to a human. Clear messages make the transition smooth and set the right expectations. Steps 5. Enter your custom text How it works Example Request Message: “Would you like to connect with our team? Please share your message.” Confirmation Message: “Thanks! Our team will...
Escalating After Message Threshold
Last Updated: June 4, 2026This lets you hand over the conversation to a human after a set number of user messages. It’s useful when you want to step in after a certain level of engagement. Steps How it works Example When to use Important Notes Tips Next, use Preview to test when escalation is triggered based on message count. If you have any questions, concerns, or...
Escalating After Multiple Failed AI Responses
Last Updated: June 4, 2026This hands the conversation to a human when your AI fails to answer repeatedly. It helps avoid frustration by stepping in at the right time. Steps 6. Set the limit: If chat agent fails to answer [N] messages How it works Example What counts as a failure Important Notes Tips Next, use Preview and ask unsupported questions to test when escalation is triggered. If...
Allowing Users to Request Human Assistance
Last Updated: June 4, 2026This lets users choose to talk to a human during a conversation. It gives users a clear way to get help when the AI isn’t enough. Steps How it works Users see an option to request human help , when selected: What users experience Important Notes Tips Next, use Preview to test how users can request human assistance. If you have any questions,...
Enabling Human Support Escalation
Last Updated: June 4, 2026This lets your AI agent hand over conversations to a human when needed. Use this when queries require manual support or follow-up. Steps How it works Once enabled, the agent can: What happens during escalation Important Notes Tips Next, set up your escalation triggers to control when conversations are handed over. If you have any...