Forward Request
Escalation ensures your customers always receive the right level of support, even when the AI cannot fully resolve a request. When a visitor asks for human assistance or the AI detects a complex issue, the conversation is forwarded to your support team. This prevents frustration, improves customer experience, and allows you to automatically create support tickets in platforms like Zendesk for proper tracking and follow up.
To configure this feature:
Go to your Zipchat Dashboard and navigate to AI Training.
Open the Prompt and Tools sub-tab, scroll down to the Tools section, and activate Escalate Conversations.
Once activated, choose how you want to receive escalation notifications:
In-app only: You will see escalated conversations inside the Conversations tab, marked with a red diamond and red exclamation point.
In-app + Email notifications: Toggle this option on and specify the email address where escalated conversations should be sent.
If you are using Zendesk, enter the same email address connected to your Zendesk account. Escalated chats will then be forwarded to that inbox and appear as regular tickets inside Zendesk.
Use the Additional Instructions section to define special escalation behavior. For example, you can instruct the AI to escalate conversations when certain topics are mentioned, or to avoid answering specific subjects and instead forward those chats directly to human support.
Save your configuration and test the flow to ensure escalations are delivered through your selected notification method.
Last updated