Managing Your Chatbot
Allow visitors to escalate conversations to human support when needed
Sometimes your visitors need to speak with a human. AI Chatbot makes it easy to escalate conversations to your support team when the AI can’t fully help.
When enabled, visitors can request to speak with a human agent. They’ll be prompted to enter their email address, and your team receives a notification with the conversation details.
1
Go to Configuration
In your chatbot dashboard, click Configuration in the sidebar.
2
Select Settings
Click on Settings.
3
Go to Escalations tab
Click on the Escalations tab.
4
Enable Escalations
Toggle on Enable Escalations to allow visitors to escalate to human support.
Get notified via email when a visitor escalates:
If you have multiple team members handling support, enable Round Robin Notifications to rotate escalations between email addresses instead of sending to all. Each escalation goes to the next email in the list.
Receive escalation notifications directly in your Slack workspace:
1
Connect Slack
Go to Install Agent → Slack and click Connect to Slack.
2
Install the app
Authorize AI Chatbot to access your Slack workspace.
3
Invite to a channel
Invite the AI Chatbot bot to the channel where you want to receive notifications.
4
Enable Slack notifications
Back in Settings → Escalations, toggle on Enable Slack Notifications.
Send escalation data to any URL via a POST request. This is useful for integrating with tools like Zapier, Make, or your own CRM.
1
Enable webhook notifications
In Settings → Escalations, toggle on Enable Webhook Notifications.
2
Enter your webhook URL
Paste the URL where you want to receive escalation data.
3
Enter your webhook URL
Paste the URL where you want to receive escalation data.
4
Add a signing secret (optional)
Enter a secret to sign webhook payloads with HMAC-SHA256 for verification. The signature is sent in the X-Signature-256 header.
When a visitor escalates, AI Chatbot sends a POST request with a JSON body:
Array
If you set a signing secret, each request includes an X-Signature-256 header. To verify the request is from AI Chatbot, compute the HMAC-SHA256 of the raw request body using your secret and compare it to the header value:
const crypto = require("crypto")
function verifySignature(payload, secret, signature) {
const expected =
"sha256=" + crypto.createHmac("sha256", secret).update(payload).digest("hex")
return crypto.timingSafeEqual(
Buffer.from(expected),
Buffer.from(signature)
)
}
Once enabled, visitors can escalate to human support by:
When a visitor escalates, they’ll be prompted to enter their email address so your team can follow up.
When you receive an escalation notification, you can respond to visitors in real-time through the Inbox (Conversation History).
1
Open the Inbox
Click Inbox in the dashboard sidebar to see all conversations.
2
Select the conversation
Find the escalated conversation and click on it to open.
3
Start Live Chat
Type your message in the input field and send. This automatically starts a Live Chat session.
4
End Live Chat
When finished, click the End Live Chat button in the conversation header. This returns control to the AI assistant.
You can customize the messages shown to visitors during escalation in the Localization tab under Settings, including:
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