Your AI agent can now escalate to a human the right way on every channel. When Nedzo can't help, or the customer asks for a person, it follows the path you set for that channel. On the phone, that can be a call transfer. In chat, Nedzo can message your team, mark the chat as escalated and stop replying so a person can take over.
Picture a customer who says "get me a manager." The worst thing your AI can do is keep talking. The second worst is to ask for their email, phone number and reason first. Angry people don't fill out forms. They hang up or close the chat.
One escalation rule, always on
Every agent has one escalation rule built in. It fires when Nedzo can't answer or when the customer asks for a human. You can't delete it, and you can't change why it fires. Escalation is the safety net, so it stays on for every agent.
Nedzo doesn't ask for an email, a phone number or a reason first. The escalation runs right away.
Add your own escalation paths
You can't change why an escalation happens, but you decide how it's handled. One method won't cover every channel, because a call transfer does nothing in a web chat.
So now you can add as many escalation paths as you need. You find them under Train, then Procedures, then Escalation. Each path does one of these:
- Forward the call to a number
- Send a message to your team by email, SMS or Slack
- Send a custom request to another tool
- Follow an instruction you write
Pick the channels for each path
Each path has its own channels. Phone calls can go to your front desk as a transfer, while chats and emails send a message to your team. A phone-only path never shows up in a chat.
The default escalation path has a channel picker now too. If you clear every channel by mistake, it still runs everywhere, so customers always have a way to reach a human.
Send different customers to different places
You can route between paths. When a known customer asks for a human, send them to their account manager. When a new caller asks, send them to the front desk.
Nedzo marks the chat, and the AI stops replying
When a customer needs a person, two things have to happen. Your team has to see it, and the AI has to stop talking.
Now, when an escalation path runs in chat, email or the web widget, Nedzo:
- Marks the conversation as escalated
- Pauses the AI, so it stops replying
- Shows a banner and a label in Unibox
- Keeps the conversation from closing on its own
This works for every kind of path, even one that only follows an instruction.
An example
Say a dental clinic sets up two paths. On the phone, Nedzo forwards the call to the front desk. On web chat, Nedzo texts the office manager. A patient on the website types "I want to talk to a real person." Nedzo texts the manager and stops replying, and the chat shows as escalated in Unibox. The manager opens it and picks up where the AI left off.
It's live in your account now.