How to transfer or escalate a ticket

When a request needs another person or another team:

1. In the ticket, use the transfer option.
2. Choose the destination department or agent.
3. When transferring, the customer can receive an automatic transfer message (configurable by the administrator).

The AI can also automatically escalate a conversation to a human, according to the rules defined in Settings (for example, after a number of messages without resolution, or when it detects customer dissatisfaction).