Escalation

Escalation is the process by which the bot transfers a conversation to a human agent. Trochai is designed so the bot handles routine queries while recognizing when a client needs personalized attention.

When escalation triggers

The bot escalates a conversation to a human agent in the following cases:

1. Explicit client request

When the client directly asks to speak with a person:

• "I want to talk to someone"
• "The bot isn't helping"
• "I need to speak with an agent"
• "Transfer me to a real person"

The bot classifies these messages with the "escalate" intent and transfers immediately.

2. Low classification confidence

When the bot analyzes a message and is not confident about what the client wants (confidence below 70%), it prefers not to risk giving an incorrect response and escalates automatically. This typically happens with:

• Ambiguous or very short messages
• Topics that don't fit any of the 8 intents
• Messages in unsupported languages
• Confusing or contradictory content

3. Repeated searches with no results

If the client searches for properties and the bot finds no matching results 3 consecutive times, it escalates the conversation. This indicates that the available inventory doesn't satisfy what the client is looking for, and an agent can offer alternatives or personalized solutions.

4. Visit scheduling without an agent

When the client wants to schedule a visit but:

• The conversation has no assigned agent
• The assigned agent has no available time slots in the next 7 days

In these cases, the bot escalates with a "high-intent lead" note so it gets priority.

5. AI message limit exhausted

When the organization has consumed all their monthly AI messages (and has no additional packs), the bot:

• Sends a message to the client indicating that an agent will attend to them shortly
• Escalates the conversation automatically
• Includes usage details in the escalation reason

What happens during escalation

When the bot decides to escalate, it executes the following steps automatically:

How to identify escalated conversations

Escalated conversations are easy to spot in the inbox:

• They have the "needs_attention" tag visible in the conversation list
• The history shows a system message with the escalation reason
• The bot status appears as deactivated for that conversation

Re-enabling the bot after escalation

Once the human agent has resolved the client's situation, they can re-enable the bot for that conversation:

1. Open the conversation in the inbox
2. In the conversation details panel, toggle the bot switch on
3. The bot will start responding to the client's messages again in that conversation

Escalation records

Each escalation is recorded in the conversation metadata. This allows:

• Viewing history: Know how many times a conversation has been escalated and why
• Identifying patterns: If many conversations escalate for the same reason, it may indicate you need to add more properties, complete the organization context, or adjust inventory
• Measuring bot effectiveness: The percentage of conversations that don't need escalation reflects bot effectiveness

Best practices

To reduce unnecessary escalations

1. Complete the organization context in Settings > Bot with frequently asked questions and your agency's policies
2. Keep your inventory updated with active properties, correct prices, and complete locations
3. Add amenities to your properties so semantic search is more accurate
4. Create projects if you have real estate developments so the bot can mention them

To handle escalations quickly

1. Review the escalation reason in the system message before responding
2. Filter by the "needs_attention" tag in the inbox to see all conversations that need attention
3. Assign agents to unassigned conversations as soon as possible
4. Re-enable the bot when the situation is resolved to free up the agent

Next steps

• Bot intents -- Understand the intents that lead to escalation
• Bot configuration -- Adjust the bot to reduce escalations
• Assignments -- How automatic agent assignment works