Customer support
When should a chatbot hand over to a human?
Four escalation rules that keep customers calm and your team out of routine questions.
1. Repeated frustration
If a customer rephrases the same question twice without a satisfactory answer, or their tone shifts to visible frustration, the conversation goes to a human immediately.
2. Money leaving the normal range
Refunds, disputes, or any request involving an amount above a set threshold are handed over by default, regardless of how straightforward the request sounds.
3. Anything irreversible
Cancellations, account closures and one-way commitments always get a human check before being actioned, even if the bot is confident it understood the request.
4. A direct ask for a person
If the customer asks to speak to a human, that request is honoured on the first ask — not after the bot tries once more to resolve it.