Human Handoff
Define Escalation Rules
Escalation rules describe the conditions under which the AI agent should involve a human instead of continuing the automated conversation.
Use clear conditions
- •Customer requests: a customer asks to speak with a person.
- •Knowledge limits: required information is unavailable or conflicting.
- •Sensitive situations: complaints, disputes or requests requiring judgement.
- •Action limits: the requested action is unsupported, denied or fails.
- •Business rules: a specific account, order or workflow always needs review.
Avoid overly broad escalation
If every uncertain phrase triggers a handoff, automation becomes frustrating and the support queue fills unnecessarily. Start with specific, high-value conditions and refine them using real conversation history.
Review and improve
Review conversations that escalated and those that should have escalated but did not. Update instructions and knowledge before expanding the rule set.
Need more help? If the issue continues after these steps, contact AIChatVault support and include the agent, channel or integration involved and what you expected to happen.