Escalation
When the AI cannot fully resolve a visitor's issue, the widget can offer escalation options — creating a ticket or providing a phone number to call.
Escalation Options
| Option | What It Does | Configuration |
|---|---|---|
| Create Ticket | Opens a form inside the widget for the visitor to submit a support ticket. The conversation transcript is automatically attached. | Enable in widget settings — no extra setup needed if you have the Tickets feature active |
| Call Us | Displays a phone number the visitor can call. A clickable tel: link on mobile. | Set the phone number in widget settings under Escalation |
How Escalation Triggers
Escalation buttons appear when the AI determines it cannot resolve the issue. This is controlled by the AI agent's instructions. You can define escalation behavior in two ways:
- Automatic: The AI detects when it cannot help and offers escalation without explicit instructions.
- Instruction-based: Add explicit rules in the AI agent's instruction prompt, such as "If the customer asks about a refund over €500, offer the Create Ticket escalation option."
Setting Up Escalation
- Go to Settings → Widgets and select your widget
- Click Escalation in the widget editor sidebar
- Enable Create Ticket, Call Us, or both
- For Call Us: enter the phone number visitors should call
- Save — the buttons will appear when the AI decides to escalate
Ticket Context
When a visitor submits a ticket via the Create Ticket escalation, the full conversation transcript is automatically attached to the ticket. This gives your support team the complete context of what was discussed before the escalation, without the visitor having to repeat themselves.