Escalation

Request human

Click Request human in any ticket. Staff are notified and the ticket is marked for your team.

Automatic escalation

The bot escalates when it cannot find an answer in your knowledge base or the question needs a person.

While staff are replying

After a staff member sends a message, the bot waits before replying again (default 30 minutes). Set this in Settings → Staff reply cooldown. Use 0 to turn the pause off.

Escalated tickets stay in the same channel — staff reply there directly.