Overview
The AI hands a conversation to your team when it should not or cannot answer on its own. The conversation then shows Needs human in Conversations, and the AI stays quiet until you click Resume AI to continue the chat on it's end.
When it happens
A subscriber asks to speak with someone, or Cobalt detects a situation that needs a person.
A message contains one of your escalation words or phrases.
The AI has no answer to give. Hover the i beside Needs human to see the reason, such as "No matching FAQ found", "Order not found" or "Order lookup unavailable".
A message starts with a STOP word but is not a clear opt-out, such as "Cancel my order". No automatic reply is sent.
Add your own escalation words
1. Go to Brand Center > AI Responses (requires the Pro Plan). Under AI Escalation Triggers, type a word or phrase in Words and Phrases.
Once you click "Add" the word is saved. Cobalt matches whole words in any capitalization, and each one must be at least 3 characters. You can add up to 25 words.
What the subscriber sees and what you do
When the conversation is being handed to a human team member, a message will indicate the transfer to the subscriber. You can customize this message by entering your own text into the "Human Handoff Message" section.
Message is limited to 320 characters, or leave empty to not send a message.
Note: If your after-hours reply is on and your team is outside Office hours, the subscriber gets that reply instead. You set it in Account Settings > Team.
You can also resume AI handling the conversation, by clicking the "Resume AI" button on the top.
Get support
Questions? Please message our team via Live Chat on the bottom right or send us a text message at: 321-318-9777