01
Keep humans focused on what needs them
Let AI handle what it can while routing complex, sensitive, or high-value situations to your team.
EscalationEscalation
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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Escalation
AI when it can. Humans when they matter.
02
Escalate with the work already done
Hand over the investigation, customer context, and relevant information instead of making the human start over.
03
Route to the right person
Use the issue, customer, account, urgency, or other context to determine where an escalation belongs.
04
Stay in control of autonomy
Define when AI can proceed independently and when human judgment is required.
How it works
How Escalation works
ESCALATION.FLOW
- 01
Define when humans are needed
Set the situations, confidence levels, customer conditions, or other signals that should cause an escalation.
- 02
Let AI investigate first
Agents gather context and do the work they can before handing off.
- 03
Route intelligently
Send the issue to the right team or person based on the context.
- 04
Continue with full context
Your teammate takes over with the conversation, investigation, and customer history already available.
Clean handoffs
A clear path to the right person.
Agents do the work they can, then hand off cleanly when a human is needed. Give every agent a clear path to the right person when human judgment is needed.
- Keep people focused on the work that truly needs their judgment
- No starting over after a handoff
- Route by issue, customer, account, or urgency
HANDOFF.TXT
- > > Conversation: attached
- > > Investigation: attached
- > > Customer history: attached
- > Owner: Billing team