Escalation

Know when AI should bring in a human.

Give Helply clear rules for when an agent should keep working, ask for help, or hand the customer to the right person.

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AI when it can. Humans when they matter.

Keep people focused on the work that truly needs their judgment.

Let AI handle what it can while routing complex, sensitive, or high-value situations to your team.

Hand over the investigation, customer context, and relevant information instead of making the human start over.

Use the issue, customer, account, urgency, or other context to determine where an escalation belongs.

Define when AI can proceed independently and when human judgment is required.

Agents do the work they can, then hand off cleanly when a human is needed.

Set the situations, confidence levels, customer conditions, or other signals that should cause an escalation.

Agents gather context and do the work they can before handing off.

Send the issue to the right team or person based on the context.

Your teammate takes over with the conversation, investigation, and customer history already available.

Give every agent a clear path to the right person when human judgment is needed.

Helply is the complete AI-native support platform: everything you expect from Zendesk, rebuilt around AI agents that investigate, resolve, and act.