When to escalate
- The customer explicitly asks for a human.
- The issue is emotional, urgent, legal, or refund-sensitive.
- The answer confidence is low or the knowledge base is missing information.
- The customer has repeated the same question multiple times.
What to collect before handoff
Ask for name, email, company, order or account context if relevant, and a short description of the issue. This keeps the human agent from repeating the first part of the conversation.
How Chatwoot routing should work
Use teams, working hours, offline messages, and routing tags so the issue reaches the right person. Waterwair should not just transfer the chat; it should transfer context with it.
Common mistakes
- Escalating too late after the customer is already frustrated.
- Escalating too early on questions the bot can answer well.
- Sending the chat without the customer’s email or summary.