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The **Add rule** button adds conditions that, when met, escalate the conversation; the **trash** icon
removes a rule. If an agent has no rule configured, it never escalates on its own. Each rule combines up to
three criteria — if **any** of the ones you've filled in is met, the rule fires: they don't all need to be
met at once.

| Field | What it does |
| --- | --- |
| Keywords | Free-text chips you add one at a time (type and press **Enter**, or the **Add** button); remove them with each chip's **×**. The rule fires if the customer's message contains any of them — case- and accent-insensitive. |
| Unresolved turns (threshold) | Number of consecutive agent turns without the conversation being resolved; once reached, the rule fires. Empty ("No threshold") means this criterion isn't used in the rule. |
| Action | **Hand off to human** silences the agent for that turn and moves the conversation to the inbox queue (QUEUED mode — Manual 16 · Conversations). **Create ticket** and **Notify admin** let the agent reply normally that turn, in addition to their own effect. |
| Explicit request to talk to a human | Toggle that, when on, fires the rule if the customer explicitly asks to talk to a person (phrases like "talk to a person/human", "put me through to an operator"…, in Spanish or English) — it doesn't need to match any of your keywords. |

For example, the rule in the example below combines the keyword "talk to a person" with the explicit-
request toggle turned on: it fires whether the customer types that exact phrase or asks to talk to someone
in any other way.

> **Warning — "Hand off to human" and "Notify admin" really do notify**
>
> Both actions instantly notify the **owners of the channel** where the escalation happened (Manual 24 ·
> Channels) — or the agency's whole active team if that channel has no assigned owners. The notice arrives
> through up to three channels, depending on each person's personal preferences (Manual 26 · Settings and
> integrations): always in the header's **bell**; also by **email** if they haven't turned it off; and also
> by **WhatsApp** if they've turned it on and your agency has a WhatsApp channel connected with an approved
> internal template.

![Lead Capture agent's editor showing the system prompt, the fallback message and, below, the Escalation rules section with Rule 1: the "talk to a person" keyword chip, the "Type and press Enter" field with an Add button, Unresolved turns (threshold) set to "No threshold", Action set to "Escalate to human", the "Explicit request to talk to a human" toggle on in orange, and the + Add rule button below](/captures/agentes-reglas-escalacion.png)