Build the agent
Escalation & leads
How the agent hands off to a human and captures contact info.
Escalation
The agent calls the escalation tool when:
- A visitor explicitly asks to talk to a human.
- The question is high-stakes (refunds, complaints, account changes).
- The agent has tried and failed to answer.
- The visitor expresses frustration.
- An owner-defined escalation rule matches.
When that happens, the conversation is flagged as Escalated in the dashboard. If Slack or Telegram live handoff is enabled, a threaded conversation opens for your team — staff reply there while the visitor stays on the website widget. Otherwise a one-way alert goes to Slack with the reason and summary.
Live chats & human takeover
Bot → Live shows conversations happening right now — any visitor with the widget or hosted chat page open. A chat stays live for about 90 seconds after their last activity.
Open a live chat to watch it in real time and take over from the agent: while you're in control the AI stops replying and your messages go straight to the visitor. Hand back to the agent whenever you're done. If “Tell visitors when a team member is replying” is enabled in Widget appearance, the widget shows a banner so the visitor knows a human joined.
Lead capture
The agent only captures contact info after the visitor volunteers it — never cold. Patterns that trigger capture:
- “Have someone reach out to me at
x@y.com” - “I'd like a demo — email is
x@y.com” - Volunteering a name, email, phone, or use case in conversation.
Where leads land
- Dashboard:
Bot → Leads. CSV export for the full history. Older leads move to the Archived tab after the hot retention window — contact info stays exportable. - Email: the bot owner gets a notification with contact info and a link to the transcript. Opt out per bot.
- Slack / Telegram: connect on Integrations for alerts and live handoff. See Slack and Telegram.
Follow-up suggestions
After substantive answers, the agent surfaces 3 short follow-up questions a visitor might ask next. This is built in and turned on by default. It helps visitors discover what else your agent can do.