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This action allows the AI agent to escalate a conversation to a human support agent by creating a ticket in one of your integrated helpdesk platforms. Before creating this action, you must first connect your helpdesk platform under Settings → Integrations. Supported platforms:
  • Zendesk
  • Salesforce
  • Intercom
  • Zoho Desk
  • Freshdesk
Supported Platforms

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General

Action Name: A descriptive name for this action. This helps the AI Agent understand when to trigger it. Example:
  • Escalate_To_Human
  • Create_Support_Ticket
  • Handoff_To_Agent
Ticket Platform: Select the platform where tickets will be created.
Only platforms that are already integrated under Settings → Integrations will appear in this dropdown. When to use: Clearly explain when the AI Agent should use this action. Include:
  • What this action does (creates a support ticket or escalates the conversation)
  • What data is transferred (chat history, user details, issue summary)
  • What updates it makes (notifies human agents, stops AI replies if applicable)
Example instructions:
  • Use this action when the user asks to speak to a human.
  • Use this action when the AI cannot resolve the issue after multiple attempts.
  • Use this action for billing disputes, account issues, complaints, or sensitive matters.
  • Trigger this action if the user expresses frustration or explicitly requests human assistance.
Example user queries that should trigger escalation:
  • “I want to speak to a human.”
  • “Connect me to support.”
  • “This didn’t solve my issue.”
  • “I need help with my billing.”
Channels: Specify the channels where this action can be used. For example:
  • Chat widget
  • Help page
Only select the channels where human escalation is operationally supported by your team.
  • You should click on the Save & enable button after completing the above configuration.
Escalate to Human Configuration

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How It Works

When triggered, the Escalate to Human action will:
  • Create a new ticket or conversation in the selected platform
  • Transfer the relevant conversation history
  • Include user information (if available)
  • Allow your human support team to take over

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Use Cases

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Explicit Human Request

In this example, the AI agent is instructed to escalate when a user directly asks for human assistance. Example queries:
  • “I want to talk to a real person.”
  • “Can someone from support contact me?”
  • “This is urgent, I need help.”
Once triggered, a ticket is created in the selected helpdesk platform, and your team can continue the conversation from there.

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Failed Resolution Escalation

In this example, the AI attempts to resolve the issue but cannot provide a sufficient answer. The action is triggered when:
  • The AI confidence is low
  • The user repeats the same question multiple times
  • The issue involves billing, security, or account access
This ensures smooth human handover without losing context.
The escalation behavior depends entirely on the instructions you define in the “When to use” section.