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Bot Escalations

The bot handles what it can and hands the rest to a person — in the same thread

Automation earns trust by knowing when to stop. When the bot decides it should not answer — or the customer simply asks for a person — the conversation is raised as an escalation. A human picks it up, replies straight into the live WhatsApp thread, and marks it resolved. There is no handoff seam for the customer to fall through.

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The human reply goes into the live WhatsApp conversation — the customer never starts over
Same thread
Escalations can be read, answered and resolved from the mobile app
From a phone
Escalations are a worked list with a detail view and statistics, not a notification you might miss
A queue

Para quem é

The owner who wants automation but is haunted by the review that says "the bot couldn't help and there was no way to reach a human".

A dúvida que resolve

"What happens when the bot can't answer?" It stops, flags the conversation, and a person replies — from the dashboard or from their phone.

How a handoff happens

  1. The bot decides to stop

    Either it judges that it should not answer, or the customer asks for a person.

  2. The conversation is queued

    It appears in the escalation queue with the conversation behind it, so whoever picks it up has the context.

  3. A person replies

    The reply goes straight into the live WhatsApp thread from the dashboard or the mobile app.

  4. It is marked resolved

    Resolving it closes the loop and keeps the queue honest about what is still outstanding.

Escalating is correct behaviour, not a failure

A bot that answers every question is a bot that will eventually answer one wrongly. Treating the handoff as a designed feature — with a queue, an owner and a resolution — is what makes automation safe to put in front of customers who matter.

What the queue gives you

  • An escalation queue with a detail view per conversation
  • Reply directly into the live WhatsApp conversation from the dashboard
  • Mark an escalation resolved when it is done
  • Escalation statistics, so you can see how often the bot hands over
  • Read, reply and resolve from the mobile app
  • The queue updates as escalations arrive, without a manual refresh

The handoff works when nobody is at a desk

Most handoff features assume somebody is watching a browser tab. Escalations here are answerable from the mobile app, which is what makes them workable for a business run from a shop floor, a vehicle or a market stall. The customer's experience is the same either way: a person replied in the conversation they were already having.

Bom saber

Até onde este recurso vai, em palavras claras — para que nada aqui surpreenda você depois da contratação.

  • Requires a running bot, so the Wiz Bot or Wiz Pro plan. An account with only Wiz Campaign never produces escalations.
  • Escalations are keyed to a bot session rather than to a contact, so one customer with two separate bot sessions produces two escalations.
  • The customer-facing screen resolves escalations one at a time. There is no bulk resolve here.
  • This is the bot handoff queue specifically. General day-to-day conversations live in the shared inbox, which is a different screen.
  • Website bot escalations are a separate queue from WhatsApp ones.

Incluído em

Este recurso faz parte dos planos abaixo.

  • Wiz Bot
  • Wiz Pro
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FAQ

Perguntas frequentes

Does the customer have to explain everything again?

No. The reply goes into the same WhatsApp conversation, and whoever picks it up can see what was already said.

What makes the bot escalate?

Either the bot judging that it should not answer, or the customer asking for a person.

Can I handle escalations from my phone?

Yes. Escalations can be read, replied to and resolved from the mobile app, which is what makes the handoff realistic outside office hours.

Can I resolve a batch of escalations at once?

Not from the customer-facing screen — they are resolved one at a time. We would rather state that than let you plan around a bulk action that is not there.

How is this different from the shared inbox?

The inbox is every conversation on your number. The escalation queue is specifically the ones the bot handed over, so nothing gets lost in the general traffic.

Automate without abandoning anyone

Let the bot take the easy questions and put a person on the rest.

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