AI Agent Escalation

enjo's escalation feature helps ai agents smoothly hand over conversations to human agents when needed this ensures customers get the right help at the right time, whether that's through live agents in enjo inbox or external ticketing systems how escalation works escalation action where should escalated conversations go? based on your settings, conversations route to the right destination handover method how should the handover happen? the transfer occurs immediately or after customer confirmation escalation triggers when should the escalation happen? the ai agent monitors conversations for your defined triggers setting up escalation log in to enjo dashboard, click on the ai agent studio menu item click on the ai agent, head over to the 'escalation' tab step 1 choose escalation action decide where escalated conversations should go handover to agents in enjo inbox route to support agents in your enjo inbox handover to agents in external ticketing system create tickets in connected systems like jira, salesforce etc note a ticketing system needs to be connected to select this option step 2 configure handover method choose when the handover happens handover immediately transfer as soon as a trigger is detected show button to start handover ask the customer to confirm before transferring customize the button text (if applicable) & handover message step 3 configure escalation triggers escalation triggers define when the ai should hand over the conversation ticketing triggers always escalate immediately routes all conversations to human agents can disable ai responses completely use for maintenance or when you want human only support specific message patterns if the request starts with certain keywords if the request does not start with certain keywords if the request starts with emoji if the request does not start with emoji no ai response – triggers when the ai cannot generate any response useful for completely unknown queries matches ticket type escalates when a request maps to a defined ticket type inbox triggers always escalate immediately routes all conversations to human agents can disable ai responses completely use for maintenance or when you want human only support specific message patterns – trigger escalation when requests start (or don’t start) with certain keywords or emojis no ai response triggers when the ai cannot generate any response useful for completely unknown queries user asks for human help detects phrases like “can i talk to someone?” or “i need human help ” and escalates automatically