Escalating from the AI agent to a human

Escalation is the moment your AI agent stops replying in a chat and hands it to someone on your team. It happens when one of your escalation rules matches (up to 5), when the agent detects on its own that a person is needed and, by default, right after booking an appointment. When escalating, the agent turns off in that chat, tells the customer and assigns the conversation to an available member.

Create an escalation rule

1. 1

   Open the "🧑 Escalation" tab

   In your agent's settings, inside the ⚙️ Rules group. You will see "Escalation rules" with a counter out of 5.

2. 2

   Describe when to escalate

   In "Rule description" (up to 100 characters) write the situation. For example: "The customer wants to negotiate the price", "Asks to talk to an advisor", "Asks about financing that is not in the information".

3. 3

   Choose who it is assigned to

   In "Assigned members" everyone is selected; leave only the people who should handle that case. The rule assigns the chat to whichever member is available.

4. 4

   Click "Add rule" and switch it on

   Each rule has its own switch. It cannot be switched on without at least one assigned member.

What happens when the agent escalates

1. The chat is marked escalated.
2. The agent turns off in that chat, so it does not talk over your team.
3. Pending follow-ups are cancelled.
4. The agent sends the customer a handoff message.
5. The chat is assigned to an available member and the workspace owner gets an email.

Before escalating, the agent tries to have the prospect's name, phone and routing field (see Assignment and profiling); if it still does not have them after 3 attempts, it escalates anyway.

To have the agent handle a chat again, use the agent switch in the chat header ("Enable watsi agent").

Handoff after booking an appointment

By default, when the agent confirms an appointment over WhatsApp, it turns off in that chat and escalates it to your team, so a person follows up on the visit. In this case it sends no handoff message, and the appointment's reminders still go out.

What you agreed, recorded

When an advisor agrees something by hand with the customer after the handoff — an appointment or a task — watsi records it and shows it in the chat with the "I registered what you agreed" card. If it is not right, tap "Undo".

Limits

A save with more than 5 rules is rejected.

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