Set up a chatbot escalation path

Your escalation path defines what you want the bot to do when it can't answer a question or a customer requires additional help. You can set preferences to tell your chatbot what to do in these situations.

Chatbot conversations are considered resolved when the chatbot is inactive for longer than an hour, or when the conversation is handed over to a live agent.

Create an escalation path

Create a new escalation path to guide your customers to a human agent. The escalation path will work in conjunction with Automated AI tracking and triggers you'll set when creating your chatbot. Together, these options guide your customers to a human agent when they may need more help.

1. In Generative AI chatbot, select the arrow next to Create chatbot, and then select Create escalation. If you've already created an escalation, select Manage escalations, and then select Create escalation.
   
2. Enter the following information:
   • Internal name - The name that you and your administrators use to identify your escalation method. It is not shown to customers.
   • Description (optional) - Provide any internal information you want your administrators to know about this escalation method. This is not shown to customers.
3. In the Platforms list, select where you want escalations to be sent.
4. Select the Information type and Requirement level for any information you want the customer to provide. For example, their email address, phone number, name, and reason for escalation. To request additional information, select Add user information.
5. Select Save.

When a conversation is escalated from the chatbot to a human agent, the agent can find the conversation in Inbox. When a conversation is escalated to a connected Salesforce instance, the agent can open and work with the conversation in either Inbox or Salesforce. When your agent opens the conversation, they’ll see the entire conversation history with the chatbot and an internal comment summarizing the conversation up to the point of transfer.