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Use case
Design escalation paths that feel calm to the customer and actionable to the operator.
A good assistant does not just hand off. It decides when to escalate, collects the right context, and routes the thread into a support workflow that the owner can monitor and improve.
Escalate with context
Human handoff should include the issue, recent conversation context, and clear requester details instead of a vague alert.
Keep routing accountable
Slack, webhooks, and helpdesk channels should be visible operational choices, not hidden environment defaults.
Watch the outcome
Track whether routed escalations resolve faster and whether the same themes keep reappearing in the quality queue.