How it works
Escalation and receipts
What happens when the agent cannot finish, and how you see everything it did.
What happens
- When a question is out of scope or a visitor needs a person, the agent says so, collects contact details and context, and notifies your team.
- The notification lands where your team already works: a ticket in the helpdesk, an email, a Slack message, a CRM record, with the full conversation attached.
- Every conversation and every action is recorded in the admin portal. That record is the receipt: what was asked, what was answered, what was done, and where it went.
What your customers see
- A promise that is kept: "I will have someone from our team follow up. What is the best email?" The team then follows up from the tools they use.
- No repeating themselves. The person who follows up already has the whole conversation.
What NeevAI does for you
- Sets up the routing: which conversations go where, and what the notification contains.
- Reviews escalations weekly to find the questions the agent should learn to answer.
The honest limitation
There is no live human takeover inside the chat. Escalation means your team is notified and follows up. We say that plainly, and the agent never promises otherwise.