Help Center / Escalations

Escalations & handoff

When the AI cannot resolve a request, visitors can request human help. Escalations appear in the console for your team to action.

Human handoff

Visitors trigger handoff from the widget when enabled. The submission includes their message, contact details if provided, and a link to the conversation. Update escalation status as you assign or resolve tickets.

WooCommerce escalations

With WooCommerce connected, certain order or product issues may create typed escalations. The Escalations menu appears when an active WooCommerce integration exists on the workspace.

Workflow tips

• Review the linked conversation before contacting the customer.
• Use conversation summaries for long threads before handoff.
• Configure SMTP under Settings so notification emails reach your team.