Support Escalation
Configure when your bot should stop trying to answer and pass the conversation to a human member of your team.
Auto-Escalation Triggers
Go to Settings → Escalation to configure triggers:
After failed attempts — If the bot can't answer after 1, 2, or 3 tries, automatically escalate.
Keyword-based escalation — If a customer's message contains certain words (e.g., "complaint", "angry", "refund", "not working", "urgent"), escalate immediately.
Time-based escalation — Escalate any conversation that's been active for more than 10/20/30 minutes without resolution.
New customer escalation — Always escalate first contact with new (never-before-seen) customers.
Manual Escalation by the Bot
Train your bot to ask clarifying questions first, then decide. Configure a "Can't help" response in Settings → Bot → Escalation Message — e.g., "Let me connect you with one of our team members who can help you better."
Notifying Your Team
When an escalation happens:
- The conversation appears highlighted in the Conversations list
- Push notification sent to Admins and Managers (if mobile app is installed)
- Email notification sent to team members with the agent role
Responding to Escalated Conversations
- Open the escalated conversation in your portal.
- The bot is paused — only you can reply.
- Type your reply in the message box and send.
- When resolved, click Mark as Resolved or Hand Back to Bot.
Escalation Analytics
In Analytics → Escalations, see:
- Total escalations per day/week
- Most common escalation triggers
- Average time to human response
- Resolution time after escalation
Use this data to improve your Knowledge Base and reduce unnecessary escalations.