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The AI agent can answer simple questions on its own. When it cannot help, it brings in a person from your team. This page explains how that handoff works.

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How it works

The agent replies when a customer sends a question, complaint, or request and is waiting on you. If the answer is in your knowledge base, it uses it. If not, or if your rules say a person should step in, it escalates. It can escalate in two ways:
  • Private note. An internal message that mentions the right team member. The customer never sees it.
  • Ticket. A tracked issue assigned to someone. The customer is told a ticket was raised.
The agent is meant to avoid opening duplicate tickets for the same problem in one chat.

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Set it up

1

Write your instructions

In the agent’s personalization settings, describe your team and when to hand off. For example: “Billing questions go to Priya. Anything about a damaged item becomes a ticket.”
2

Set when the agent replies

Add any rules for when it should answer or stay quiet. See Activation.
3

Turn on the tools

Enable private notes and tickets in the built-in tools. See Built-in tools.
4

Add tagging and assignment rules

Say who gets tagged or assigned for each type of issue.
5

Save and test

Send a few test messages from another phone and check what the agent does.

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Good rules to write

  • Name the person or team for each topic.
  • List topics the agent must never handle, like refunds or legal threats.
  • Say what the agent should tell the customer while they wait.
The agent follows your rules as written, but it can still misjudge a message. Review its notes and tickets often, and check important replies.