Overview
Escalation rules decide when Captain AI steps aside and a human takes over. You set the signals — negative sentiment, a refund mention, a VIP contact, a stuck conversation — and Voxys routes the chat to the right team, agent, or shift the instant they trigger. It keeps AI fast on the easy stuff and gets a human in front of revenue-critical conversations before they go sideways.
- Trigger handoff on sentiment, intent, keyword, or deal value
- Route by team, language, channel, shift, or skill
- Auto-assign to the contact's existing CRM owner
- Escalate after N AI replies or X minutes idle
- Add internal notes and tags on every handoff
- Notify on Slack, email, or in-app before assignment
- Fall back to a backup queue when no one is online
How it works
Define the trigger
Pick the signal that should pull a human in — sentiment drop, refund keyword, VIP tag, or a Captain AI confidence threshold.
Choose who takes it
Route to a team, a specific agent, the CRM deal owner, or a language-matched queue. Set a fallback for off-hours.
Hand off with context
Captain AI summarises the chat, attaches CRM history, and notifies the agent so they pick up mid-conversation without re-reading anything.