> ## Documentation Index
> Fetch the complete documentation index at: https://sitegpt.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Human support escalation

> Allow users to escalate conversations to human agents when needed

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

## 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.

## Enabling human support

<Steps>
  <Step title="Navigate to leads settings">
    Go to your chatbot dashboard and click **Leads** > **Human Support** in the sidebar.
  </Step>

  <Step title="Enable the feature">
    Toggle **Enable Human Support** to activate escalation functionality.
  </Step>

  <Step title="Configure escalation buttons">
    Choose whether to show escalation buttons after each AI response.
  </Step>

  <Step title="Customize messages">
    Set up custom prompts and confirmation messages for escalation requests.
  </Step>

  <Step title="Set up notifications">
    Configure email notifications to alert your team when escalations occur.
  </Step>
</Steps>

## Configuration options

### 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.

### 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."

### 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

## Managing escalated conversations

### 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

### 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

### Escalation analytics

Track escalation metrics:

* Total escalations
* Escalation rate
* Response time
* Resolution rate

## Best practices

### Set clear expectations

Let users know what to expect:

* Typical response time for human support
* Hours of operation
* What types of questions warrant escalation

### Monitor escalation patterns

Review escalated conversations regularly to:

* Identify gaps in your chatbot's knowledge
* Improve training data
* Reduce unnecessary escalations

### Respond promptly

Set up notifications to ensure quick response times:

* Configure email alerts
* Use Zapier to create support tickets
* Set up Slack notifications

### 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

## Integration with other features

### Webhooks

Set up webhooks to receive real-time escalation notifications:

```json theme={null}
{
  "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](/developers/webhooks).

### 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](/integrations/zapier).

### 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](/features/lead-collection).

## Troubleshooting

### 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

### 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

### 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

## Next steps

<CardGroup cols={2}>
  <Card title="Lead collection" icon="address-book" href="/features/lead-collection">
    Capture user information during conversations
  </Card>

  <Card title="Webhooks" icon="webhook" href="/developers/webhooks">
    Set up real-time escalation notifications
  </Card>

  <Card title="Zapier" icon="bolt" href="/integrations/zapier">
    Automate escalation workflows
  </Card>

  <Card title="Chat history" icon="messages" href="/navigating-your-chatbot/chat-history">
    Review conversation transcripts
  </Card>

  <Card title="Chatbot settings" icon="gear" href="/navigating-your-chatbot/settings">
    Configure chat modes and behavior
  </Card>

  <Card title="Manage leads" icon="users" href="/navigating-your-chatbot/leads">
    View and manage captured leads
  </Card>
</CardGroup>