Plan requirement
| Subscription | Suite Team or higher, Support Team or higher |
| Access | Admin |
Technically you can narrow it. You should not remove it, and this article explains what happens if you do.
What happens if I remove the exit?
People usually want one of two things: to keep the automated resolution rate up, or to protect a small team from volume. Both are real problems, and neither is solved by trapping people.
A customer who cannot reach a person does not give up on the question. They try another channel, write again more sharply, phone, or post publicly. The contact still happens: angrier, and often on the channel you least wanted.
And the resolution rate stops meaning anything
Resolutions counted because nobody could escalate are not resolutions. The number rises while the situation gets worse.
What can I narrow instead?
- Set expectations at handover. Saying it may take a day is fine; silence is not.
- Improve the articles, which reduces handovers by answering the question.
The settings that do this properly
Escalation is built with escalation blocks in the dialogue builder, and Transfer group decides which Support group gets the ticket. Two options do the job people are reaching for.
You can escalate by messaging only when agents are available to continue the conversation. And you can split by hours: during business hours hand over to a live agent on messaging, outside them collect the customer's details and escalate as an email ticket. Both keep a route open while managing the load.
Find the ones that got stuck
An escalated conversation carries the escalated_by_ultimate tag and sits in Open status, and the AI agent no longer replies to it. Build a view or a trigger on that tag: it is how you catch conversations the automation has handed on and nobody has picked up.
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