My AskAI is designed to resolve the majority of customer questions automatically, but it’s built with the understanding that some conversations need a human touch. Human escalation ensures customers can always reach a real person when they need to — without you having to build a separate support workflow. The agent integrates directly with your existing live chat and ticketing tools, so your team works from the same platforms they already know.Documentation Index
Fetch the complete documentation index at: https://mintlify.com/arainey2022/myaskai-docs/llms.txt
Use this file to discover all available pages before exploring further.
When Escalation Is Triggered
The agent is smart about knowing when to step aside. Escalation happens in several scenarios:Customer Requests It
The agent auto-recognizes escalation intent — phrases like “speak to a person,” “talk to support,” or “I need help from a human” — in a wide variety of phrasings and languages.
Agent Can't Answer
When the AI doesn’t have sufficient knowledge to answer, it offers the customer the option to escalate via a button or by typing “Talk to a person.”
Customer Frustration Detected
If the agent senses the customer is becoming frustrated after repeated failed attempts to answer, it proactively initiates handover.
Guidance-Based Rules
You can define custom escalation scenarios using Guidance — for example, “If the user contacts us about a safety issue, hand over to a person.”
For ticketing integrations, you can also configure auto-handover when the AI can’t answer — meaning customers never see an “I don’t know” response at all.
The Escalation Workflow
Here’s the end-to-end experience from the customer’s perspective:Customer Initiates or Triggers Escalation
The customer either requests a human agent, hits a question the AI can’t answer, or triggers a guidance-based escalation rule.
Conversation Summary Generated
My AskAI automatically generates an AI summary of the conversation so far. This is attached to the handover — the customer doesn’t need to repeat themselves, and your agent gets up to speed instantly.
Data Collection (Optional)
If you have escalation data collection configured, the agent asks the customer for any required details — email address, name, order number, bug description — conversationally, before the handover completes.
Handover to Live Chat or Ticketing
The conversation is transferred to your connected live chat platform. The agent’s summary and any collected data are automatically passed through.
The AI-generated conversation summary shown during human escalation cannot be turned off — it’s always included to ensure a smooth handover experience for both the customer and your team.
Escalation Data Collection
Before handing off, the agent can collect specific information you need to resolve the ticket faster. This is configured as a Task and collects data conversationally — no forms required. You can collect any data: email address, phone number, order number, device details, bug description, or anything else relevant to your workflow. Once collected, the data appears in the conversation or ticket history. For Zendesk Messaging users, collected email addresses and names are automatically attached to the escalated ticket.Supported Live Chat and Ticketing Channels
My AskAI integrates natively with the most popular support platforms. All integrations support automated conversation summaries at the point of handover.| Platform | Human Handover | Email Handover |
|---|---|---|
| Intercom | ✅ | ✅ |
| Zendesk (Messaging + Tickets) | ✅ | ✅ |
| HubSpot | ✅ | ✅ |
| Freshdesk | ✅ | ✅ |
| Freshchat | ✅ | — |
| Gorgias | ✅ | ✅ |
Zendesk Integration
Learn how escalation works with Zendesk Messaging and Tickets, including tagging and playbooks.
Intercom Integration
Explore Intercom escalation workflows, human handover configuration, and live translation.