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Use case
Escalate without losing context.
Decide when the chatbot should stop answering, what it should collect, and where unresolved chats should go: helpdesk, email, webhook, or internal review.
Define when to escalate
Hand off when confidence is low, the visitor asks for a person, the topic is sensitive, or the answer needs account-specific action.
Collect what support needs
A useful handoff has contact details, the question, source page, recent messages, and any account context, not a vague ping.
Learn from repeated escalations
Patterns in escalated chats point to missing docs, weak Q&A, and confusing product areas worth fixing.