How escalation works
Escalation lets your assistant offer other options – such as speaking to a person – when a conversation shows frustration, urgency or a need the AI can’t meet on its own.
When escalation triggers, the assistant shows buttons such as “I’d like to be contacted by an agent”. Clicking a button sends that request into the chat, where it’s handled by your content, an agent or a workflow – for example opening a ticket or requesting a callback.
Setting it up
Edit your assistant and go to Escalation.
Tick Enable Escalation.
Enter the Button Labels – a short line shown above the buttons.
Add your Escalation Questions, one per line, phrased the way a user would say them, for example “I’d like to speak to someone” or “Please call me back”.
Set how often escalation appears (see below) and save.
| Setting | What it controls |
|---|---|
| Minimum Messages | How many messages must be exchanged before escalation is offered – unless the user asks for it directly. |
| Escalation Threshold | A score from 0 to 100. Higher values make escalation appear less often. |
| Pause Between Escalations | How many messages to wait before showing the buttons again. |
| Maximum per Session | The most times the buttons can appear in one conversation. |
Make sure each button leads somewhere
Keep your team in the loop
Under Notifications, tick Daily Conversations and add the email addresses that should receive a daily summary of conversations. It’s a simple way to spot common questions, missing content and conversations that need follow-up.
Prefer a guided walkthrough? Book a training session and an Echo7 specialist will help your team set it up.
Book a training sessionWant to go deeper?
This guide covers the essentials. For detailed reference on every setting and feature, explore the full Echo7 Wiki.
Echo7 Wiki