Escalating After Message Threshold 

This 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  #

1. View your agent in the dashboard 

2. Go to Edit  

3. Open Human Handover  

4. Turn Enable Human Assistance → ON  

5. Enable Message Count Trigger  

6. Set the limit: 
   After [N] user messages  

How it works  #

• The system counts user messages  

• Once the limit is reached:  

1. Escalation Request Message is shown -User submits their message  
2. Confirmation Message is shown -Your team is notified  

Example  #

• Limit = 5 messages  

• User sends 5 messages  

• On the 5th message → escalation is triggered  

When to use  #

• High-intent conversations  

• Sales or demo requests  

• When you want human involvement after initial interaction  

Important Notes  #

• Counts user messages only  

• Works only when Human Assistance is enabled  

• Can be combined with other triggers (failures, user request)  

Tips  #

• Set threshold between 3–6 messages  

• Use a smooth transition message 
  Example: “Would you like to continue this with our team?”  

• Combine with Lead Capture for better follow-up  

Next, use Preview to test when escalation is triggered based on message count.

If you have any questions, concerns, or need further clarification, please contact support@highengage.com for assistance.