When AI escalates to a human agent

The AI handles first-level support, but forwards to a human when necessary. You define the rules in Settings → AI Agent → Behavior. Situations that can trigger the transfer include:

- When the conversation reaches a number of messages without reaching a solution.
- When the AI identifies customer dissatisfaction.
- When the topic is outside what the AI should handle.

When escalating, the ticket goes to the human queue and an automatic transfer message can be sent to the customer. This way, the AI handles repetitive volume and your team focuses on cases that truly need attention.