The Add rule button adds conditions that, when met, escalate the conversation; the trash icon removes a rule. If an agent has no rule configured, it never escalates on its own. Each rule combines up to three criteria — if any of the ones you’ve filled in is met, the rule fires: they don’t all need to be met at once.
| Field | What it does |
|---|---|
| Keywords | Free-text chips you add one at a time (type and press Enter, or the Add button); remove them with each chip’s ×. The rule fires if the customer’s message contains any of them — case- and accent-insensitive. |
| Unresolved turns (threshold) | Number of consecutive agent turns without the conversation being resolved; once reached, the rule fires. Empty (“No threshold”) means this criterion isn’t used in the rule. |
| Action | Hand off to human silences the agent for that turn and moves the conversation to the inbox queue (QUEUED mode — Manual 16 · Conversations). Create ticket and Notify admin let the agent reply normally that turn, in addition to their own effect. |
| Explicit request to talk to a human | Toggle that, when on, fires the rule if the customer explicitly asks to talk to a person (phrases like “talk to a person/human”, “put me through to an operator”…, in Spanish or English) — it doesn’t need to match any of your keywords. |
For example, the rule in the example below combines the keyword “talk to a person” with the explicit- request toggle turned on: it fires whether the customer types that exact phrase or asks to talk to someone in any other way.
Warning — “Hand off to human” and “Notify admin” really do notify
Both actions instantly notify the owners of the channel where the escalation happened (Manual 24 · Channels) — or the agency’s whole active team if that channel has no assigned owners. The notice arrives through up to three channels, depending on each person’s personal preferences (Manual 26 · Settings and integrations): always in the header’s bell; also by email if they haven’t turned it off; and also by WhatsApp if they’ve turned it on and your agency has a WhatsApp channel connected with an approved internal template.
