Escalation
Handing a conversation to a more senior agent, specialist team, or human — with full context — when it needs more than the current handler can provide.
Glossary/Escalation
Escalation is the process of moving a conversation to someone better equipped to resolve it: from an AI agent to a human, from a frontline agent to a specialist, or from a team member to a manager. Good escalation preserves context so the customer never has to start over.
Clear escalation paths are essential to both quality and efficiency. AI agents should escalate the moment they're uncertain or a customer asks for a person; frontline teams should have a defined route for issues that exceed their scope. Well-designed escalation keeps hard cases moving without frustrating customers.
BotIQ escalates to a human agent with the full conversation history when a question is out of scope or a customer requests one.
Related terms
See Escalation at work in LiveBotIQ
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