No bot answers everything — and it shouldn't try. When a conversation needs a human touch — whether the AI's confidence is too low, the customer uses an urgent keyword like "complaint" or "refund", or they simply ask for a person — the bot automatically creates an escalation and pauses itself. This screen is where your team manages those handoffs: a real-time dashboard shows total, active, and resolved escalations with your team's resolution rate, filterable by urgency (Low, Medium, High) and type (General, Technical, Billing, Refund). Click into any escalation to read the full conversation history before you reply, and resolve it when done — the dashboard updates live so nothing falls through the cracks.
The Escalation Process
1
Customer
Incoming Message
Customer sends a message.
3
System
Escalate & Pause
Bot hands off low confidence/urgent queries and pauses itself.
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2
3
4
2
AI
AI Evaluation
AI checks confidence and intent.
4
Agent
Human Takeover
Agent reviews history, replies, and resolves.
1
1
Customer
Incoming Message
Customer sends a message.
2
2
AI
AI Evaluation
AI checks confidence and intent.
3
3
System
Escalate & Pause
Bot hands off low confidence/urgent queries and pauses itself.
4
4
Agent
Human Takeover
Agent reviews history, replies, and resolves.
📊 Free Monthly Limits: Escalations use your Knowledge Base AI quota. Each AI reply that triggers or avoids an escalation counts as 1 message from your free 100 messages/month allowance. Need more? Buy top-up packs from Settings.
Sort by urgency (High first) so the most time-sensitive handoffs surface and are handled immediately.
2
Step 2
Review Context
Open an escalation to read the full chat history, so the customer does not have to repeat themselves.
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Step 3
Reply & Resolve
Reply directly to the customer and mark the escalation as resolved to keep your resolution rate high and unpause the bot.
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1
Step 1
Triage Urgency
Sort by urgency (High first) so the most time-sensitive handoffs surface and are handled immediately.
2
2
Step 2
Review Context
Open an escalation to read the full chat history, so the customer does not have to repeat themselves.
3
3
Step 3
Reply & Resolve
Reply directly to the customer and mark the escalation as resolved to keep your resolution rate high and unpause the bot.
Tip: Watch the active count during peak hours. A rising backlog is the signal to add an agent or improve the Knowledge Base so the bot can handle more on its own.
A common misconception is "If the bot is escalating, it's failing." The opposite is true. A bot that knows when to hand off is doing exactly what it should — combining AI speed with human empathy for the best customer experience.
An airline automated roughly 80% of its WhatsApp interactions within 6 weeks of launch, handling 140,000 monthly chats and reducing call-centre volume by 34%.
A fashion retailer achieved 87% customer satisfaction after implementing WhatsApp chatbot workflows — the key was quick human handoffs for complex issues, not trying to automate everything.