Human Escalation: when the AI hands over the conversation to you
What Human Escalation is, how to recognize it in the chat, why the AI might hand over a conversation even when the information is in the Knowledge Base, and what you can check to reduce unnecessary escalations.
You are in the right place if…
- “The AI hands over the chat to me even if the answer is in the Knowledge Base”
- “What does the yellow box in the conversation mean?”
- “The AI replied 'I'll check right away' and opened a ticket”
- “Why didn't the AI use my property's document?”
- “The AI didn't send the parking link”
This guide has not yet been verified against the latest software version.
When a request requires a person, such as a verification, a technical issue, or a specific guest need, the AI triggers Human Escalation:
- in Conversations, the chat has a yellow dot;
- inside the chat, a yellow box appears above the writing area, explaining why the AI handed over the conversation to you and what needs to be done;
- usually, a ticket is also opened, so the request remains tracked until it is resolved.
Why the AI might hand over a chat even if the information exists
It is not enough for the information to exist for the AI: it must be the right one for that specific conversation. The most common causes:
- The chat is not linked to a booking: the AI does not know which property to answer for and does not use specific property information. This happens, for example, if the guest writes a few minutes after booking, before it arrives in SmartChat, or from an unrecognized number.
- The document is associated with other accommodations: if the information is only in a document linked to other properties, the AI does not consider it valid for that guest.
- A detail is missing: links, instructions, or references that are not written in the Knowledge Base are not sent automatically.
- Conflicting information: the same information with different values in multiple documents, or a Topic that says something else.
- Information taught by chat but not approved: until you apply the change in the Knowledge Base, the AI will not use it.
- Instructions that ask to pass certain requests to an operator.
- AI Profile deactivated or outside of hours, AI deactivated on the single chat (red robot), or a very cautious Confidence Level.
What you can do
- Link the conversation to the correct booking using Link to Booking from the three-dot menu.
- Check that the document is associated with the correct property; if the information applies to all, put it in the general document.
- Add links and details you want the AI to send to the Knowledge Base.
- Eliminate duplicates and contradictions, and review Topics and Instructions on the same subject.
- Approve information taught by the chat.
- Verify that the AI Profile is active during that time slot and that the chat robot is green.
If after these checks the AI continues to hand over conversations it could handle, contact support by providing an example of the conversation.
Frequently asked questions
Does the guest receive a message when the AI hands over the conversation to me?
It depends on an AI Profile option: if it is active, the AI sends the guest a courtesy message while they wait for your reply; if it is deactivated, the guest receives nothing until you reply.
Related guides
How the AI agent uses the Knowledge Base, how to create a document with sections, associate it with properties or leave it general, edit it with the help of AI, restore a version or delete it, along with tips for writing information that the AI can find and use.
How to use the house icon to teach the AI information while replying to a guest, and how to approve the proposal in the Knowledge Base so the AI can use it in future conversations.
What the conversation header shows and what the buttons in the top right are for: marking the chat as to be managed, enabling or disabling AI for a single chat, viewing tickets and bookings, archiving, and linking the chat to the correct booking.
Difference between Knowledge Base, Instructions, and Topics: where to write facts, behavioral rules, and fixed responses, and why a Topic takes precedence over the Knowledge Base.