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If the AI cannot resolve your issue, you can escalate to a human operator. After escalation, the conversation continues in the same thread (or chat room).

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How to escalate

You can request escalation in three ways.

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Option 1: Tell the AI in natural language

Tell the AI what you need in plain language — for example, that you want to talk to a person or need an operator. The AI interprets your intent and starts escalation automatically. 
Please connect me to a human operator.

I'd like a person to handle this.

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Option 2: Use the !escalate command

Send the !escalate command inside the thread to enter the unassigned queue immediately. 
!escalate
To escalate to a specific operator, mention them. 
!escalate @yamada.taro
If no operator is specified, the session enters the unassigned queue and will be picked up by an available operator.

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Option 3: Accept an AI-suggested escalation

If the AI determines it cannot resolve the issue, it will propose escalation. Follow the prompt or confirm when asked.

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What happens after escalation

1

The operator is notified

The assigned operator receives a notification. It may take some time for an operator to become available.
2

The operator replies in the same thread

The operator replies directly in the thread or via the web admin panel. The conversation continues in the same thread.
3

Close the session when the issue is resolved

When the issue is resolved, type !close or the operator closes the session.

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Returning to the AI after escalation

If you want to hand the session back to the AI agent after escalation, use the !assign ai command. 
!assign ai
The session returns to the AI agent, and the bot posts a confirmation message in the thread. The AI resumes handling on your next message.

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Frequently asked questions

It depends on operator availability. If no operator is immediately available, the session stays in the unassigned queue. For urgent matters, mention a specific operator when escalating.
Yes. The operator can see the full conversation history with the AI from the moment they take over.
The session enters the unassigned queue. Any operator with the Operator role can pick it up.
Last modified on July 10, 2026