Key takeaways
- Escalate on: explicit request, negative sentiment, out-of-scope, low confidence.
- Pass full context. Never make the customer repeat.
- Always offer an easy opt-out to a human.
The best chatbots know when to stop. Escalation—handing off to a human—isn't failure. It's good design. Here's when and how to do it right.
When to escalate
- User explicitly asks for a human
- Sentiment is negative or frustrated
- Query is outside the bot's scope
- Confidence is low (uncertain answer)
- Sensitive topic: complaints, refunds, legal
How to hand off
Pass the full conversation context. The human shouldn't ask the customer to repeat. Offer an estimated wait time if possible. Make the transition feel intentional, not like a dead end.
Always offer an out
Some users want a human from the start. Give them a clear way to opt out—'Say agent to speak with someone'—and honour it immediately. Don't make them fight the bot.
FAQs
For simple issues, yes. For frustrated users or sensitive topics, escalate fast. Don't push.
Set expectations. 'Our team is available 9–5. We'll respond within X hours.' Offer a callback or email option.