When the AI Agent cannot handle a request, it escalates it. You choose how it hands off and who gets notified.
The AI Agent is available on the Scale and Business plans.
The two escalation modes
Hand off to a human: the AI hands the conversation to your team. The conversation gets the "Human intervention" badge in the Inbox, and you can find it with the filter of the same name.
Give a contact email: the AI gives the customer a contact email address to continue the conversation.
Get email alerts
In the left menu, click AI Agent, then Notifications.
Add up to 5 email addresses.
Save.
These addresses receive an alert on every escalation. These alerts are separate from your personal email notifications, described in Manage your email notifications in Kanal.
Automatic reactivation of the AI
After an escalation, the AI stops replying in that conversation. It automatically turns back on there after the delay you choose, from 1 to 90 days. Pick a delay that gives your team enough time to handle the request.
Take over at any time
The AI does not pause automatically when a team member replies in the Inbox. Unless you act, it can keep replying to the customer. To handle a conversation yourself:
Open the conversation in the Inbox.
Click AI Off.
Reply to the customer.
Remember to turn the AI back on for the conversation when you are done, if you want it to resume replying.
With a support tool (Gorgias, Crisp, HubSpot)
If you have connected a support tool to Kanal, conversations escalated by the AI are forwarded to it. Conversations the AI handles on its own are not.