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Human support escalation lets users seamlessly transition from AI to human agents when they need personalized assistance.

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How it works

When enabled, users can request human support during their conversation with your chatbot. The conversation is then flagged for human review, and you’re notified to take over.

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Enabling human support

1

Navigate to leads settings

Go to your chatbot dashboard and click Leads > Human Support in the sidebar.
2

Enable the feature

Toggle Enable Human Support to activate escalation functionality.
3

Configure escalation buttons

Choose whether to show escalation buttons after each AI response.
4

Customize messages

Set up custom prompts and confirmation messages for escalation requests.
5

Set up notifications

Configure email notifications to alert your team when escalations occur.

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Configuration options

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Escalation buttons

Show escalation buttons after responses
Display quick reply buttons after each chatbot response, allowing users to provide feedback or request human support. When disabled, users can only request human support through natural conversation. Replace other suggestions with escalation buttons
When enabled, escalation buttons replace all other suggestions (starters, follow-ups). When disabled, they appear alongside other suggestions. This setting only applies when “Show escalation buttons” is enabled.

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Custom prompts

Positive feedback prompt
Text shown to users after receiving a helpful response.
Default: “That answered my question 👍” Request human support prompt
Text shown to users to request human assistance.
Default: “Connect to an agent 👤” Confirmation message
Message shown after a user requests human support.
Default: “Your request has been forwarded to our human support team. They will respond soon.”

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Email notifications

Enable escalation notifications
Send email alerts when users request human support escalation. Email recipients
Add email addresses (one at a time or comma-separated) to notify when escalations occur. If no emails are provided, notifications are sent to default recipients (chatbot owner). Each notification includes:
  • User contact information (if collected)
  • Full conversation transcript
  • Link to view the conversation
  • Timestamp of escalation request

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Managing escalated conversations

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View escalations

All escalated conversations appear in your dashboard:
  1. Go to Leads > Human Support
  2. View the list of escalated conversations
  3. Click on any conversation to see the full transcript

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Respond to escalations

To respond to an escalated conversation:
  1. Open the conversation from the Human Support page
  2. Review the conversation history
  3. Use your preferred communication method to respond (email, phone, etc.)
  4. Mark the conversation as resolved when complete

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Escalation analytics

Track escalation metrics:
  • Total escalations
  • Escalation rate
  • Response time
  • Resolution rate

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Best practices

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Set clear expectations

Let users know what to expect:
  • Typical response time for human support
  • Hours of operation
  • What types of questions warrant escalation

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Monitor escalation patterns

Review escalated conversations regularly to:
  • Identify gaps in your chatbot’s knowledge
  • Improve training data
  • Reduce unnecessary escalations

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Respond promptly

Set up notifications to ensure quick response times:
  • Configure email alerts
  • Use Zapier to create support tickets
  • Set up Slack notifications

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Train your chatbot

Use escalated conversations to improve your chatbot:
  • Add common questions to your training data
  • Create Q&A pairs for frequent issues
  • Update prompts and personas

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Integration with other features

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Webhooks

Set up webhooks to receive real-time escalation notifications: 
{
  "event": "conversation.escalated",
  "chatbotId": "your-chatbot-id",
  "threadId": "thread-123",
  "userId": "user-456",
  "timestamp": "2024-01-15T10:30:00Z"
}
Learn more in the Webhooks documentation.

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Zapier

Automate escalation workflows:
  • Create support tickets automatically
  • Notify team in Slack
  • Add to CRM for follow-up
  • Send confirmation emails
Learn more in the Zapier integration guide.

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Lead collection

Combine escalation with lead collection to:
  • Capture contact information before escalating
  • Ensure you can follow up with users
  • Build your customer database
Learn more in the Lead collection documentation.

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Troubleshooting

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Escalation buttons not showing

If escalation buttons aren’t appearing:
  • Verify human support is enabled
  • Check that “Show escalation buttons” is toggled on
  • Clear your browser cache
  • Test in an incognito window

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Not receiving notifications

If you’re not getting escalation emails:
  • Verify email addresses are correct
  • Check spam/junk folders
  • Ensure notifications are enabled
  • Test with a sample escalation

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Users can’t escalate

If users report they can’t request human support:
  • Confirm the feature is enabled
  • Check that your chatbot is published
  • Verify there are no JavaScript errors
  • Test the escalation flow yourself

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Next steps

Lead collection

Capture user information during conversations

Webhooks

Set up real-time escalation notifications

Zapier

Automate escalation workflows

Chat history

Review conversation transcripts

Chatbot settings

Configure chat modes and behavior

Manage leads

View and manage captured leads
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