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You can join any conversation at any time. Open it in the inbox and send a message. The agent pauses its automated replies for that conversation as soon as you do, so you and the agent never talk over each other.

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When the agent hands off on its own

The agent escalates to your team when it should not be the one answering:
  • The buyer asks for a person
  • The buyer is frustrated or is making a complaint
  • The question is outside what the agent handles, such as service work, a warranty claim, or a parts lookup
How that plays out depends on the channel:
  • Text message — the agent escalates immediately and emails your team the buyer’s details plus a summary.
  • Website chat — the agent first collects the buyer’s phone number and consent through a short form, then escalates and emails your team.
Escalation is automatic and needs no setup. Escalated conversations stay live and are flagged so you can find them with the Escalated filter in the inbox.

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What the agent does after escalating

Once a conversation is escalated, the agent deliberately stops selling. It will not qualify, will not push for an appointment, and will not try to solve the problem itself. If the buyer keeps messaging, the agent replies briefly and warmly, acknowledges what they said, and reminds them that a team member has been notified. That is all. Only a person can close an escalated conversation. It stays open until one of your team members closes it, so nothing quietly disappears.

Escalation

What triggers a handoff, and how it differs by channel.