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Escalation: when the AI hands off to a person

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Sometimes the AI needs a member of your team to step in: because the customer explicitly asks for it (“I want to talk to a person”, and similar phrasing), or because an escalation rule your administrator configured fires (for example, certain keywords or too many turns in a row without resolving the question). We call this handoff. Here’s the full flow:

  1. The AI detects it must hand off and stops replying in that conversation from that message on — it won’t step in again until someone resolves it.
  2. The customer receives a message letting them know (“I’ll let a member of the team know…”) that a person from your team is going to help them: they’re never left without a reply and no explanation, on any channel.
  3. Your team finds out instantly, without needing to be online at that moment: the owners of the channel where the handoff happened (or the whole active team, if that channel has no assigned owners) get the notice via the bell and by email — and by WhatsApp if they have it enabled in their preferences (section 10).
  4. The conversation is QUEUED: you’ll find it in the Queue tab (or in All), as shown in the list in section 2.
  5. Open it and tap “Take control” (section 4) to start replying yourself.
  6. Reply to the customer. They’ve been waiting since the notice reached them: it’s a good idea to greet them and read the history first, so you don’t repeat questions the AI already asked.
  7. When you’re done, tap “Resolve” (section 8). The AI takes charge of the next messages again if the customer writes back.

Outside business hours

Section titled “Outside business hours”

The AI keeps helping 24 hours a day, 7 days a week — your agency’s business hours don’t disconnect it. Outside those hours, your website’s widget shows the message your administrator configured letting people know the agency is closed. If something gets handed off to a person at night or on a weekend, the conversation is still QUEUED and the notice still arrives by email (and by WhatsApp, if you have it enabled) — nobody needs to be watching the screen at that moment. It gets handled as soon as someone on your team opens the Platform and takes control.