Human Escalation Setup
When an agent cannot resolve a user's request, or when the user explicitly asks to speak to a person, Bounds creates an escalation ticket. Your support team picks up the ticket with full conversation context already attached.
How escalation is triggered
Escalation can be triggered in two ways:
| Trigger | Description |
|---|---|
| User request | The user types something like "I want to speak to a person" or clicks an escalation button in the widget. The agent recognises the intent and initiates the handoff. |
| Agent confidence threshold | If configured, the agent can trigger escalation automatically when its confidence in an answer falls below a set threshold. |
What is captured at escalation
When an escalation ticket is created, Bounds captures a snapshot of the session:
| Field | Description |
|---|---|
| Conversation summary | A concise summary of the exchange generated by the agent. |
| Full conversation history | All messages in the session up to the point of escalation. |
| External user ID | The externalUserId from the signed session, if present. Lets your support system link the ticket to the user's account. |
| Session metadata | Any metadata attached to the session at init time. |
| AI confidence score | The agent's confidence at the moment it handed off. |
Ticket fields
| Field | Values |
|---|---|
| Status | open → assigned → resolved → closed |
| Priority | low, normal, high, urgent |
| Channel | Which surface the escalation came from (for example web-widget). |
| Routing tags | JSON tags used to route the ticket to the right team. Configure these in the agent's escalation settings. |
| Assigned agent | The support agent assigned to the ticket, set by your team. |
Routing tickets to your support system
Bounds fires a webhook when a ticket is created. The payload includes all ticket fields and the captured session context. Use this webhook to create a corresponding ticket in your existing helpdesk (Zendesk, Intercom, Linear, or any system that accepts webhooks).
What the user sees
After escalation is triggered, the widget shows a confirmation message letting the user know their request has been passed to the support team. The exact copy is configurable in agent settings. The session status is set to escalated - the user can still see the conversation history but the agent stops answering new messages in that session.
Configuring escalation in the console
Open your agent, go to Settings → Escalation. From there you can set the confirmation message shown to users, configure routing tags, set the default priority level, and add the webhook URL that receives new tickets.