Customer Agent

Escalations need somewhere to land; without a pipeline, handoffs become lost conversations.

First step: Create a support pipeline with New / Waiting / Escalated / Closed and route agent escalations to it.

An agent without curated sources improvises; a mismatched tone feels off-brand to customers.

First step: In Service > Customer Agent, set persona and connect only curated KB sources.

Without escalation, frustrated customers get stuck in a loop with a bot — the fastest way to lose trust.

First step: Configure sentiment and two-failure escalation to your human queue, then test both paths.

If it misses more than 2–3 of the top 20, the knowledge base needs work before go-live. Test mode is free.

First step: Pull the 20 most frequent ticket subjects and run each through Preview mode; log misses.

Turning it on everywhere at once multiplies edge cases faster than you can fix them.

First step: Pick one low-traffic page/channel and define the metrics that gate expansion.