Escalation Logic

How you can advise the AI when to escalate tickets to a human agent

​Main Benefits

• Direct escalation to Agent

​Where to find?

• Under AI -> Agent -> “Your Agent” -> General

Escalation Logic is General for directly escalating specific Topics to a certain Agent.

Normally, the AI tries to answe all questions with its trained data. But sometimes, even the best trained AI might not know what to do next. Or there might be some kind of error. In that case, you can tell the AI what to do with a ticket - assign to a specific Agent or just keep it unassigned in your inbox.

Handover topics work a little bit different: If for example you always have Agent XY, who handles your B2B Inquiries or Influencer Collaborations, then you can create Handover Topics exactly for that.

You can set this under AI -> Agent -> “Your Agent” -> General