Escalation & Fallback Settings

Configure when and how AI transfers to human agents

Auto-Escalation Triggers
Configure when AI should automatically transfer to a human agent

Negative Sentiment

Customer is frustrated or angry

Complaint or Issue

Customer has a problem

$

Financing Discussion

Customer asks about payments

%

Price Negotiation

Customer wants to negotiate

No Response Timeout

AI cannot provide answer

Transfer after unsuccessful responses

Time before escalating

Fallback Team & Routing
Select team members to receive escalated calls and configure routing method
SJ

Sarah Johnson

Sales Manager

(512) 555-0101

Available
MW

Mike Williams

Sales Agent

(512) 555-0102

Available
JD

Jennifer Davis

BDC Agent

(512) 555-0103

Available

Time to ring before moving to next agent

Fallback Actions
What happens when escalation is triggered

Team email for escalation notifications

Business Hours
Configure behavior outside business hours

Escalate Outside Business Hours

Immediately escalate complex queries outside hours