Escalation is the moment a conversation moves from the agent to a person. It should happen quickly when it's needed, and it should arrive somewhere useful.
What Triggers It
Trigger | What it means |
Low confidence | The agent lacks grounded information to answer accurately. It hands over instead of guessing. |
Customer request | Someone asks to speak to a person. The agent connects them. |
Sentiment | Frustration or urgency detected in how the customer is writing. |
Enquiry type | Categories you've designated for human handling — cancellations, complaints, enterprise sales. |
Account priority | Customers you route straight to a person regardless of the enquiry. |
Action limits | The enquiry needs an action the agent isn't authorised to take. |
We configure each of these to your business. Thresholds are yours to set, and we tune them during setup and after launch.
What Your Team Recieves
An escalated conversation arrives complete:
The full exchange between the customer and the agent
The customer record — account, plan, order history, lifetime value
Live data relevant to the enquiry: order status, billing state, open tickets
The agent's classification of what's being asked
Any prior conversations with this customer
Your team reads the conversation and responds. The context work is already done.
💬 Still Have Questions?
Need more help? Our team responds to every message within 24 hours. Start a conversation and we'll point you in the right direction.