01
Step 1
Choose handoff triggers
Enable Human escalation and describe situations that require a person. Clear rules reduce false alarms and prevent AI from continuing when a judgment call is needed.
- Refunds, complaints, or legal and policy exceptions
- High-value buyers or negotiated pricing
- Low-confidence answers or explicit requests for a person
- Urgent delivery, medical, financial, or safety concerns
02
Step 2
Work the escalation queue
Open Escalations to see conversations waiting for a human, being handled, or resolved. Take ownership, open the chat, and review the reason and customer context before replying.
03
Step 3
Resolve or return to AI
Resolve the escalation when no more human action is required. If the conversation can safely continue under automation, return control to AI after the teammate finishes.