How it works
When the setting is enabled
When the AI Agent determines that a conversation should be escalated to a member of your team, it will:
Send a brief acknowledgment letting the customer know that your team will take over the conversation.
Escalate the conversation to your staff.
The acknowledgment is intentionally brief. It does not ask additional questions or make promises about response times or outcomes.
The Explain Escalations to Customers setting is located under the Chattiness section of your AI Agent settings and is enabled by default. If you do not change this setting, your AI Agent will continue using its current behavior.
When the setting is disabled
When the AI Agent determines that a conversation should be escalated, it will:
Escalate the conversation to your staff without sending any message to the customer.
The conversation is still handed off to your team exactly as it would be with the setting enabled. The only difference is that the customer does not receive a notification from the AI Agent before the handoff.
What this setting changes
This setting only controls whether the AI Agent sends a customer-facing message before an escalation.
It does not affect:
When the AI Agent decides to escalate a conversation.
Your existing escalation rules or workflows.
How conversations are routed to your team.
When should you enable this setting?
Enable Explain Escalations to Customers if you want customers to receive a brief acknowledgment that your team will continue the conversation.
Disable this setting if you prefer the AI Agent to escalate conversations silently without sending a handoff message to the customer.