Escalation
When the AI cannot fully resolve a visitor's question, or the visitor wants to talk to a person, the AI hands the conversation over to your team right in the chat: it creates a support ticket or shares your phone number.
Escalation Options
| Option | What It Does | Configuration |
|---|---|---|
| Support ticket | The AI offers to create a ticket, asks for the visitor's name and email, and creates it in the chat. The conversation is attached as context. | Turn on Tickets in the widget settings |
| Escalation phone number | The AI shares your phone number when a visitor asks for a person or seems frustrated. | Turn on Phone Escalation and enter the number in the widget settings |
How Escalation Triggers
Escalation happens inside the conversation, there are no separate buttons. You can steer it in two ways:
- Automatic: The AI always tries to help first. It offers a ticket or your phone number when it cannot resolve the issue, when the visitor asks for a person, or when the visitor seems frustrated. With auto-suggest on, it also offers a ticket after a set number of exchanges without a solution.
- Instruction-based: Add explicit rules in the AI agent's instruction prompt, such as "If the customer asks about a refund over €500, offer to create a support ticket."
Setting Up Escalation
- Go to AI Widgets and open your widget
- For tickets: turn on Tickets and choose your ticket settings
- For a phone number: open Escalation, turn on Phone Escalation and enter the number
- Save. The AI now offers these options in the chat when needed
Ticket Context
When the AI creates a ticket, the conversation is attached to it. Your support team sees what was discussed before the escalation, so the visitor does not have to repeat themselves.