Escalate to a human

No agent resolves everything. The Escalate to a human action is the safety valve: when a question is out of scope, sensitive, or the customer simply asks for a person, the agent hands the conversation to your team instead of guessing.

Escalation is the bridge between the AI and your Help Desk. It pairs perfectly with a good fallback message — when retrieval finds nothing relevant, the agent should say so and offer to connect the customer with a human.

Add the action

1. 1
   Open Actions → Escalate to a human

   Add the action from your agent's Actions tab.
2. 2
   Set the handoff message

   Write what the customer sees when escalation kicks in — e.g. "Let me connect you with a teammate."
3. 3
   Describe the triggers

   In the description, tell the agent exactly when to escalate: explicit requests for a human, refund disputes, anything outside its knowledge.

From conversation to ticket

When a conversation escalates — or when a teammate manually clicks Take over in the inbox — Bookbag turns it into a ticket with full context:

1. 1
   Summarize

   Bookbag reads the conversation transcript and writes a short subject line and a 2-3 sentence summary, in the customer's language.
2. 2
   Create a live-chat ticket

   A ticket of type live_chat is opened with AI replies switched off, so the customer doesn't get bot and human replies at once.
3. 3
   Assign

   The ticket is routed to an available teammate using your assignment rules, or left unassigned for someone to grab.
4. 4
   Hand back (optional)

   When the issue is resolved, an agent can resume AI replies, which closes the ticket and returns the conversation to the bot.

Manual takeover

Escalation can also start from your side. In the Help Desk Conversations view, any live chatbot conversation has a Take over button. Clicking it runs the same flow — summary, ticket, AI paused — and assigns the ticket to you. See Takeover for the full walkthrough.

FAQ

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