Escalations

This action allows the AI agent to escalate a conversation to a human support agent by creating a ticket in one of your integrated helpdesk platforms. Before creating this action, you must first enable chatbase helpdesk or connect your helpdesk platform from Integrations in the sidebar.

Only platforms that are already integrated from Integrations will appear in the ticket platform dropdown. Supported platforms:

• Chatbase
• Zendesk
• Salesforce
• Intercom
• Zoho Desk
• Freshdesk
• HubSpot
• Help Scout
• Gorgias

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General

Action Name: A descriptive name for this action. This helps the AI Agent understand when to trigger it. Example:

• create_ticket
• create_ticket_Meta
• create_ticket_website
• create_ticket_refunds

When to use: Clearly explain when the AI Agent should use this action. Example instructions: Create a ticket when:

• The user asks to speak to a human.
• The user asks a question you don’t know the answer to.
• The user asks for billing disputes, account issues, complaints, or sensitive matters.

Example user queries that should trigger escalation:

• “I want to speak to a human.”
• “Connect me to support.”
• “This didn’t solve my issue.”
• “I need help with my billing.”

Channels: Specify the channels where this action can be used. For example:

• Chat bubble
• Help page
• Whatsapp

You should click on the Save & enable button after completing the above configuration.

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How It Works

When triggered, the Escalate to Human action will:

• Create a new ticket in the selected platform
• Include user information (if available)

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For Zendesk Tickets

Internal note: When escalating a ticket to Zendesk, you can add an internal note that will be included with the ticket. Use variables to have the AI dynamically fill in relevant details from the conversation.

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Use Cases

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Explicit Human Request

In this example, the AI agent is instructed to escalate when a user directly asks for human assistance. Example queries:

• “I want to talk to a real person.”
• “Can someone from support contact me?”
• “This is urgent, I need help.”

Once triggered, a ticket is created in the selected helpdesk platform, and your team can continue the conversation from there.