Live Chat Escalation: Hand Off to a Human Operator Based on Rules You Define
Define conditions that trigger escalation from AI to a live operator. Angry tone, high purchase intent, specific keywords, or a visitor typing 'talk to a person' — all can trigger a handoff.
How It Works
Configure escalation rules in the Escalation settings tab. Set trigger conditions: keyword match, sentiment threshold, specific questions, or a visitor request. When triggered, the conversation appears in the live operator queue in the Unified Inbox.
- Keyword-triggered escalation
- Sentiment-based escalation on negative tone
- Manual visitor request to speak with a human
- High-intent signals route to live queue
- Notification to available operators on escalation
- AI resumes if no operator accepts within timeout
- Full chat history visible to the operator on handoff
Who Uses This
High-value deals
Escalate to a sales rep when a visitor mentions a specific budget or asks about enterprise pricing.
Complaint handling
Route negative sentiment conversations to a human before they escalate further.
Complex support
Hand off technical troubleshooting questions that fall outside the AI knowledge base.
Frequently Asked Questions
What happens if no operator is available when escalation triggers?
You can configure a timeout. If no operator accepts within the window, the AI resumes the conversation.
Does the operator see the full chat history on handoff?
Yes. The operator sees the complete conversation history in the Unified Inbox before sending their first message.