Know exactly when a person needs to take the chat
When a request is sensitive, the agent isn't confident or the customer asks for a person, it flags the conversation for your team and stops replying. Whoever picks it up sees the whole history.
Sign-ups open at launch.
At a glance
- Type
- System action
- Plan
- Free on every plan
- Needs
- Nothing to connect
- Works on
- Every channel
What happens in the conversation
Escalates on its own
Sensitive requests, low confidence and "can I talk to someone?" all trigger a handoff without anyone watching.
Goes quiet straight away
The agent stops replying the moment it escalates, so a customer never gets a bot reply on top of a person's.
Lands in your inbox queue
Escalated conversations wait in the inbox for a teammate to pick up, with every message so far.
Your rules
Edit its instructions to add the situations your business always wants a person to handle.
Switch it on
- Step 1
It's already on in every workspace. Open Actions to find it.
- Step 2
Edit its instructions to name the situations that should always reach a person.
- Step 3
Add the Slack alerts action too if you want the team told in Slack the moment it happens.
Good to know
Escalating means a person must answer this chat now. Work that carries on after the chat belongs in a case.
You can switch it off, but not delete it.
Questions
Escalating hands the live chat to a person. A case tracks work that continues after the chat, like a refund or a replacement, with its own number and state.
They wait in the inbox queue. Add the Slack alerts action to also post each one into a team channel.
More actions
Collect leads
Asks for the details you need (email, phone, company, what they're after) and saves them onto the contact.
Book a meeting with Calendly
Offers real times from your Calendly event and books the one the customer picks, right in the chat.
Open a case
Logs work that can't be finished in the chat, like a refund or warranty claim, as a numbered case.
Alert your team in Slack
Posts the conversation into a Slack channel when something needs eyes on it right away.
Send a button
Adds a tappable link to the reply (checkout, help centre, tracking page), drawn natively by each channel.
Call your own API
Sends the details it collected to any endpoint you configure, then uses the response in its reply.
Look up a Shopify product
Checks price, sizes and stock in your Shopify catalogue and shows the product as a card. No app to install.
Send a Shopify checkout link
Puts what the customer chose into a cart and sends a link to your own Shopify checkout.
File an Intercom ticket
Hands the conversation to your team as an Intercom ticket, with the full context already attached.
Create a Linear issue
Turns a reported bug or feature request into a Linear issue on the right team, in the customer's own words.