The AI agent resolves the enquiries it can answer accurately. Everything else reaches a trained support layer we manage on your behalf. This article explains how that handoff works and what your customers experience.
When A Conversation Escalates
The AI agent hands a conversation to a person when it hits the thresholds we set with you during setup. Common triggers:
Trigger | Example |
The answer isn't certain | The agent doesn't have a confident, accurate answer from your help content. |
The request needs judgement | Refund exceptions, account-specific decisions, or anything outside a set policy. |
The customer asks for a person | A direct request to speak to someone is always honoured. |
Sentiment calls for it | Frustration or a sensitive issue that's better handled by a person. |
What The Handoff Looks Like
When a conversation escalates, the full history and customer context move with it. The person picking it up sees everything the AI agent already covered, so your customer never repeats themselves and never starts over.
Who Handles It
The support layer is a trained team we manage, briefed on your business, your tone, and your policies. They work inside your system, under your brand, so the experience stays consistent from the AI agent through to a person.
How Quality Stays High
We review escalated conversations against your standards, coaching the team and tightening escalation thresholds over time. As the AI agent improves, fewer conversations need a person, and the ones that do are the ones that genuinely benefit from one.
Coverage
We'll agree coverage hours with you based on your volume and where your customers are, whether that's business hours or extended coverage across time zones.
š¬ Questions about escalation?
Our team responds to every message within 24 hours. Start a conversation and your account lead will walk you through how it would work for your business.