> ## Documentation Index
> Fetch the complete documentation index at: https://hc.saas-manager.biz.nuro.jp/llms.txt
> Use this file to discover all available pages before exploring further.

# Requesting escalation to an operator

> How to escalate an issue the AI cannot resolve to a human operator.

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).

## How to escalate

You can request escalation in three ways.

### 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.
```

### 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
```

<Note>
  If no operator is specified, the session enters the unassigned queue and will be picked up by an available operator.
</Note>

### 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.

## What happens after escalation

<Steps>
  <Step title="The operator is notified">
    The assigned operator receives a notification. It may take some time for an operator to become available.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Close the session when the issue is resolved">
    When the issue is resolved, type `!close` or the operator closes the session.
  </Step>
</Steps>

## 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.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="How long does it take for an operator to respond?">
    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.
  </Accordion>

  <Accordion title="Can the operator see the AI conversation history?">
    Yes. The operator can see the full conversation history with the AI from the moment they take over.
  </Accordion>

  <Accordion title="What happens if no operator is specified?">
    The session enters the unassigned queue. Any operator with the Operator role can pick it up.
  </Accordion>
</AccordionGroup>