Email Escalation: Never Miss a Question

The AI handles the routine 80% — but for the tough questions, you want a human. Email Escalation makes sure that when the agent can’t fully resolve something, your team gets the full context in their inbox.

How It Works

1. 1A visitor asks a question the agent can’t confidently answer (or explicitly requests a human).
2. 2The conversation is flagged for escalation.
3. 3You receive an email notification with the visitor’s question and conversation context.
4. 4You reply to the visitor directly from your email (or via the support chat), and the conversation continues.

Controlling Escalation Behavior

In Settings → Escalation to Human you control when and how the agent escalates:

• Enabled — the agent escalates unresolved queries proactively.
• Ask first — the agent asks the visitor whether they want to talk to a human.
• Disabled — the agent always answers on its own (escalation emails are not sent).

Escalation Emails

Escalation notifications are sent to the notification email configured for your account and appear in the dashboard instantly. They include the visitor’s contact details (when provided) so you can follow up without digging through logs.