How to escalate
You can request escalation in three ways.Option 1: Tell the AI in natural language
Tell the AI what you need in plain language — for example, that you want to talk to a person or need an operator. The AI interprets your intent and starts escalation automatically.Option 2: Use the !escalate command
Send the!escalate command inside the thread to enter the unassigned queue immediately.
If no operator is specified, the session enters the unassigned queue and will be picked up by an available operator.
Option 3: Accept an AI-suggested escalation
If the AI determines it cannot resolve the issue, it will propose escalation. Follow the prompt or confirm when asked.What happens after escalation
1
The operator is notified
The assigned operator receives a notification. It may take some time for an operator to become available.
2
The operator replies in the same thread
The operator replies directly in the thread or via the web admin panel. The conversation continues in the same thread.
3
Close the session when the issue is resolved
When the issue is resolved, type
!close or the operator closes the session.How the AI responds during escalation
During escalation, the AI does not respond to regular posts in the thread. This applies both while the session waits in the unassigned queue and after an operator is assigned. To hand the session back to the AI, see the next section.- You can still use commands such as
!statusduring escalation. - In Slack channels, Microsoft Teams, and LINE WORKS, if you mention the Bot in a post, the AI replies to that post only. The assigned operator does not change, and the AI does not respond to your next regular post.
- In Slack direct messages and Google Chat, the AI does not reply even if you mention the Bot.
Returning to the AI after escalation
If you want to hand the session back to the AI agent after escalation, use the!assign ai command.
Frequently asked questions
How long does it take for an operator to respond?
How long does it take for an operator to respond?
It depends on operator availability. If no operator is immediately available, the session stays in the unassigned queue. For urgent matters, mention a specific operator when escalating.
Can the operator see the AI conversation history?
Can the operator see the AI conversation history?
Yes. The operator can see the full conversation history with the AI from the moment they take over.
What happens if no operator is specified?
What happens if no operator is specified?
The session enters the unassigned queue. Any operator with the Operator role can pick it up.