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Escalation is automatic. There is nothing to configure.

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What triggers a handoff

The agent escalates when it should not be the one answering:
  • The buyer asks to speak to a person
  • The buyer is frustrated or is making a complaint
  • The question is outside what the agent handles, such as service work or a warranty claim
Parts and accessories questions are not escalated. The agent answers those from your knowledge documents and catalogue, and only escalates if the buyer explicitly asks for a human.

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How it differs by channel

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What the agent does afterwards

It deliberately steps back. It stops selling, stops qualifying, and stops trying to book. If the buyer keeps messaging, the agent replies briefly, acknowledges what they said, and reiterates that a team member has been notified. It does not try to solve the problem or offer alternatives. Only a person can close an escalated conversation. The agent never closes one itself, so nothing gets quietly dropped.

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Finding escalated conversations

An escalated conversation stays live and is stamped with the moment it was first handed off, so it is easy to find. Use the Escalated toggle in the inbox to scope the list to conversations waiting on a human.
Make that filter the first thing you check each morning. It is your queue of buyers waiting on a person, and nothing else on the page is as time-sensitive.

Taking over a conversation

How to step in, and what happens to the agent when you do.