Automatic handoff behavior
When the AI Agent decides to escalate a Conversation, the process follows these steps:Escalation condition detected
The Agent identifies in the system prompt the condition that requires human intervention — keyword, negative sentiment, or limit of attempts without resolution.
Agent paused
The Agent stops responding in the Conversation. No automatic message is sent to the contact until an attendant takes over.
Ticket created
The platform creates a Ticket record linked to the Conversation, with an initial status of
open and priority defined by the escalation rules.Team notified
The Team or attendant configured as the destination receives a notification. The Conversation appears in the Inbox queue with a visual indicator of an open Ticket.
| Stage | Description |
|---|---|
| Open | Ticket created, waiting for an attendant to claim it |
| In progress | Attendant active in the Conversation |
| Awaiting response | Attendant sent a message and is waiting for the contact to reply |
| Closed | Conversation closed by the attendant or by inactivity automation |
Attendant interface
With the Ticket claimed, the attendant operates directly in the Inbox with no visual difference from a regular Conversation. The available actions are:- Reply — send text, image, audio, or document to the contact through the same channel as the Conversation
- Transfer — reassign the Ticket to another attendant or Team without losing the history
- Add internal Note — record context visible only to the team, not to the contact
Status management
- Close Ticket — finalizes the Conversation and records the resolution time for SLA calculation
- Reopen — available when the contact sends a new message after closure
Agent summary
Before claiming the Ticket, the attendant can see the automatic summary generated by the AI Agent. The summary includes:- Reason identified for the escalation
- Main topics discussed in the Conversation before handoff
- Last action attempted by the Agent before pausing