# Chatbot Escalation to Human Support
Configure the Document360 Chatbot to hand off conversations to a human support agent when the bot cannot resolve a user's query.
What Is Escalation?
Escalation is the process of transferring a chatbot conversation to a live support agent. This ensures users who need deeper help are not left without assistance.
Enabling Escalation
- Go to Settings → Chatbot → Escalation.
- Toggle Enable Human Escalation to ON.
- Configure the escalation trigger (e.g., after N failed attempts or when confidence drops below threshold).
Escalation Channels
You can route escalated conversations to:
- Email – Send a notification to your support team email.
- Zendesk – Create a ticket automatically.
- Freshdesk – Open a new support ticket.
- Custom Webhook – Post escalation data to any endpoint.
Escalation Message
Customize the message the bot shows when escalating:
"I'm sorry I couldn't help. Let me connect you with our support team."
Escalation Triggers
| Trigger | Description |
|---|---|
| Low Confidence | Bot answer confidence falls below the set threshold. |
| Repeated Unresolved Queries | User asks the same or similar question multiple times. |
| User Request | User types "talk to a human" or similar phrases. |
Summary
A well-configured escalation path ensures every user reaches a resolution, whether through automated answers or human support.