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How Escalation Works in OmniServe
Learn how the AI Agent escalates conversations to a human agent in OmniServe, including when escalation triggers, what happens during the handoff, and how to configure routing.
Escalation is the handoff of a customer conversation from the AI Agent to a human agent. It happens within the same conversation without interruption, so the customer does not need to repeat themselves and the human agent has full visibility into everything that was discussed.
When Escalation Happens
Escalation is triggered in two situations.
The AI Agent cannot support the request. This happens when a customer's question falls outside the information available in the AI Agent's configured knowledge base. The agent recognizes it cannot provide an adequate response and initiates the handoff.
The customer asks to speak with a human. If a customer explicitly requests human support during the conversation, the AI Agent respects the request and triggers escalation immediately.
What Happens During Escalation
When escalation is triggered the following sequence occurs.
The AI Agent stops responding to the conversation. An automated message is sent to the customer confirming they are being connected with a human agent. The conversation is routed to a human agent based on the team's assignment settings, either to a specific team or agent defined in the AI Agent's inbound routing configuration, or to the Unassigned tab if no direct assignment is set. The human agent receives the full conversation history and takes over the engagement manually.
An email notification is also sent to the assigned human agent alerting them of the reassignment.
How to Configure Escalation
Escalation routing is configured inside the AI Agent's settings under Inbound Routing. The key setting is Allow Routing to a Human Agent. When this is enabled, three additional options become available.
Reassign to Team: select which team receives escalated conversations from this AI Agent.
Assignment Method: choose how conversations are distributed within that team: Round Robin or Balanced.
Optional Message: write the automated message the AI Agent sends to the customer when the handoff happens.
If Allow Routing to a Human Agent is disabled, the AI Agent handles every conversation from start to finish without human escalation, regardless of complexity.
For full configuration steps, see How to Configure Inbound Routing for the AI Agent in OmniServe.
For further assistance contact Lucidya Support.
Frequently asked questions
No. Escalation happens within the same conversation. The customer continues in the same thread and the human agent sees everything that was discussed with the AI Agent.
Yes. At any point during an AI Agent conversation, a team member can assign the conversation to themselves or another agent from the AI Agent inbox. This overrides the AI Agent and transfers ownership immediately.
The conversation moves to the Unassigned tab in the OmniServe Inbox. It stays there until an available agent picks it up manually.
Yes. The optional message field in the AI Agent's inbound routing settings lets you write the exact text the customer receives when the handoff happens.
SLA timers continue from the original engagement. The escalation itself does not reset SLA clocks, First Response Time, Next Response Time, and Time to Completion all continue to track from the start of the conversation.