Escalation settings
Requires the Control plan or higher.
Escalation lets a conversation move from the AI assistant to a human agent. You configure the behavior at Dashboard → Settings → Escalation, then your team works the handed-off conversations in the Working the Inbox.
If your plan does not include human handoff, the page shows an upgrade banner and every control is read-only.
🖼️ [Image] — The Escalation settings page with its General, Notifications, AI Behavior, SLA, Routing, Post-resolution, and Agent Skills cards.
General
- Enable human handoff — the master switch. Off means conversations never leave the bot.
- Show "Talk to a human" button in widget — adds a button visitors can click to request an agent themselves, instead of waiting for the AI to offer.
Notifications
- Email me when a conversation is escalated — sends your team an email so an escalation is not missed when no agent is online to catch it live.
AI Behavior
- Min messages before AI can escalate — how many turns the AI must attempt before it may offer handoff. Set to to allow immediate escalation.text
0 - Generate handoff summary for agents — the AI writes a briefing (the issue, what the bot tried, detected language) for the agent. See AI Compose & briefings.
- AI copilot suggestions for agents — shows AI-drafted reply suggestions to agents during a handoff.
SLA
- Response time target (minutes) — agents are alerted when a waiting conversation exceeds this threshold. Set to to disable the timer. See SLA & viewing presence.text
0
Routing Strategy
Choose how escalated conversations reach agents: Manual claim, Round-robin, Load-balanced, or Skill-based. When any auto-routing strategy is selected, a Max conversations per agent field appears (default 5). Full detail in Routing & skills.
Post-resolution
- Ask customer for satisfaction rating (CSAT) — sends a survey after the conversation is resolved.
- Email transcript to customer on resolve — emails the conversation to the visitor's address on close. Both are covered in CSAT & email transcripts.
Agent Skills
Define the skill tags agents can be assigned. These power skill-based routing. Add a skill with Enter or the + button; remove it with the chip's ×. Changes save immediately. Removing a skill also strips it from every agent.
Click Save Changes to persist the rest of the form.
Lead-capture fallback: if handoff is enabled but no agent claims a conversation in time, the bot captures the visitor's email so your team can follow up.