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Sometimes your agent can’t help, or the end user simply wants a person. Escalation decides what the agent does next: hand the conversation to your team, or close it with a message that points elsewhere. Configure it in Agent → Escalation. Only an organization admin can save changes.

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When the agent escalates

The agent escalates when:
  • The end user asks to speak to a human, agent, or person. It escalates right away, unless Collect information before handover is on.
  • The end user is clearly frustrated after the agent has tried at least once to help.
  • The end user has restated the same unresolved issue three or more times.
It won’t escalate for mild dissatisfaction it can still address, clarifying questions, or normal conversation. Escalation applies to conversations in the chat widget and copilot.

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Choose what happens

Under When asked for human support, the agent should, pick one option and click Save.
Hand over to a team in the Inbox is the default.The agent tells the end user that a human agent will be with them shortly. The conversation moves to Conversations → Escalated & Handoff, where your team picks it up.Under Assign a conversation to, choose the team the conversation is for: Unassigned, Support Team, Engineering Team, Sales Team, or Billing Team. The team appears in the escalation email.

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Collect information before handover

Turn on Collect information before handover to have the agent try once more before it escalates. It’s off by default and applies when you hand over to your team. With it on, the agent:
  1. Asks the end user for more details about their issue.
  2. Tries to resolve it with what they share.
  3. Escalates only if it still can’t help, or if the end user asks for a person a second time.
To shape how the agent answers specific questions before it gets that far, add guidance in Agent → Instructions. See Identity & instructions.

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What your team gets

When the agent escalates a conversation:
  • It appears under Escalated & Handoff in the inbox.
  • Argide sends an escalation email with the reason, the transcript, the assigned team, and a link to the conversation. It goes to the person who created the product, or to every organization admin if that person is no longer a member. Each conversation triggers one email, and each product sends at most 20 escalation emails an hour. Escalations past that limit still show up in the inbox.

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Take over the conversation

The agent keeps answering until someone on your team replies. That way the end user isn’t left waiting in silence. To take over, open the conversation, choose Reply in the composer, and send your message.
1

Your reply reaches the end user

The widget shows Support Agent joined the conversation, and your messages are labeled Support Agent.
2

The AI agent stops answering

From your first reply on, the conversation belongs to your team. The AI agent no longer answers in it, even if the end user writes again.
3

Follow up if they've left

If the end user doesn’t see your reply within a few minutes, Argide can email it to them. See Email notifications.
Use a Note instead to leave context for teammates without the end user seeing it. A note doesn’t take the conversation over. When you’re done, click Close. If satisfaction surveys are on, the end user is asked to rate your team.