Live Escalation

Human Handoff When It Matters Most CRM Feature

Live Escalation lets your AI assistant hand off conversations to a real human agent when customers need more than an AI can provide. The handoff is seamless — the human agent sees the full conversation history and can pick up right where the AI left off.

M

MyGPT Assistants

CRM

◎ Contacts★ Leads⇆ Live escalation! Tickets

Conversation #4821

Awaiting agent  Soporte CCreators

MuteAccept handoff

JP

Jamie Patel

[email protected] · 2 prior chats

My subscription was charged twice this month.

I’m sorry to hear that — I can see two charges on your account on June 1 and June 3 for $49 each. Let me check whether the second one was a retry.

Yes, can you refund the duplicate? I need this resolved today.

This requires a human agent. Connecting you now…

Handoff to agent

Hi Jamie — I’m Marina from billing. I can see both charges. The June 3 charge was a duplicate from a retry. Issuing a refund now — you’ll see it in 3–5 business days.

Thank you!

Type a reply…

Send

Customer

Email[email protected]

PlanPro · monthly

Last login2 hours ago

CSAT4.6 / 5

AI summary

Duplicate Stripe charge of $49 on June 3. Customer wants immediate refund. Billing system confirms retry artefact. Recommendation: refund the duplicate, send receipt.

Suggested next actions

Refund $49 in StripeCreate ticketSend receipt

How Escalation Works

AI Detection

The AI continuously monitors conversation sentiment and intent. When it detects frustration, complex issues, or an explicit request for human help, it initiates escalation.

Customer Request

Customers can ask for a human agent at any time (“I want to speak to a person”). The AI recognizes this and escalates immediately.

Instant Notification

Your team is notified instantly when an escalation happens — in-app notification, email, or both.

Full Context Handoff

The human agent receives the complete conversation history, contact profile, and the escalation reason.

AI-Powered Escalation Detection

Unlike keyword-matching systems, escalation detection uses AI to analyze:

• Sentiment — frustration, anger, confusion
• Intent — explicit requests for human help
• Context — issue complexity, unresolved loops
• Confidence — when the AI isn’t confident in its answers

Confidence Threshold

You can configure the escalation sensitivity in your assistant’s settings. Higher sensitivity = more escalations. Start medium and adjust based on your team’s capacity.

The Escalation Flow

1. Escalation triggered — AI detects the need or customer requests human help

2. Queue created — conversation joins the escalation queue with priority

3. Team notified — available agents receive an alert

4. Agent claims — an agent opens the conversation and clicks “Take Over”

5. AI steps back — the AI stops responding; the human is now driving

6. Ticket created — a support ticket is automatically created for tracking

7. Resolution — agent resolves the issue and closes the conversation

The Escalation Queue

Navigate to CRM → Live Escalation to see the real-time queue:

Column	Description
Contact	Who is waiting
Wait Time	How long they’ve been waiting
Channel	Website, WhatsApp, Instagram, etc.
Reason	Why the AI escalated
Priority	Urgency level

Agents can filter by channel, priority, or wait time to pick up the most urgent conversations first.

Taking Over a Conversation

1. Open the escalation queue

2. Click on a waiting conversation

3. Review the AI’s summary and conversation history

4. Click “Take Over” to claim it

5. Type your message — the customer sees “Now speaking with [Agent Name]”

6. Resolve the issue at your own pace

7. Close or reassign when done

AI Summary

When an agent takes over, they see an AI-generated summary of the conversation: what the customer wanted, what the AI tried, and why it escalated. This saves agents from reading every message.

Handoff Messaging

You can configure the message customers see when a handoff starts:

“I’m connecting you with a member of our team. Your wait time is approximately X minutes.”

And when an agent takes over:

“Hi, I’m [Agent Name]. I’ve reviewed your conversation and I’m here to help.”

Both messages are customizable in CRM Settings.

Escalation Analytics

Escalation Rate

What percentage of AI conversations get escalated. Useful for calibrating AI training.

Wait Time

Average time between escalation and agent pickup. Keep this low for good customer experience.

Resolution Time

How long human agents take to resolve escalated conversations.

Escalation Reasons

Breakdown of why escalations happened (sentiment, request, complexity). Helps improve AI training.

Configuring Escalation

Enable Human Handoff

1. Go to your assistant’s Settings → Agent Framework
2. Enable Human Handoff
3. The assistant now knows it can escalate

Required for Escalation

Human Handoff must be enabled on the assistant for escalations to work. Without it, the AI will not initiate handoffs.

Escalation Triggers

Configure what triggers an escalation:

• Sentiment score threshold
• Keywords that always escalate (“lawsuit”, “refund”, “cancel account”)
• Number of AI responses without resolution
• Explicit customer request

Team Notifications

Choose how agents are notified:

• In-app alert (notification bell)
• Email notification
• Sound alert in browser

Configure in CRM Settings → Notifications.

Tickets from Escalations

Every escalation automatically creates a support ticket. This ensures:

• Nothing falls through after the conversation ends
• Resolution is formally tracked
• Customer history is preserved

See Tickets → for how tickets work.

Related Topics

Tickets Tickets auto-created from escalations

Plugins Enable human handoff on your assistant

Contacts Contact profile shown during handoff

Analytics Escalation rate and performance