> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ekho.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Escalation

> How the agent hands a conversation to your team, and what it does afterwards.

Escalation is automatic. There is nothing to configure.

## 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

<Note>
  **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.
</Note>

## How it differs by channel

|                  | What happens                                                                             |
| ---------------- | ---------------------------------------------------------------------------------------- |
| **Text message** | Escalates immediately, since your team already has the buyer's number                    |
| **Website chat** | Collects the buyer's phone number and consent through a short form first, then escalates |

## 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.

## 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](/sales-agent/conversations/inbox) to scope the list to conversations waiting on a human.

<Tip>
  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.
</Tip>

<Card title="Taking over a conversation" icon="user-headset" href="/sales-agent/conversations/review-and-take-over">
  How to step in, and what happens to the agent when you do.
</Card>