Escalate via Email
Send a summarized conversation escalation to configured support email addresses.
Escalate via Email is the email destination inside the unified Human Handoff card. It is not a separate Actions-page card. To enable it, open Human Handoff → Configure, select Email a support address, add one or more valid support email addresses, and describe when the agent should offer a handoff. The agent uses that shared condition to decide when a conversation needs a person.
When triggered, the action creates a summary of the conversation and sends the escalation through the configured email workflow. It is intended to avoid duplicate same-session escalations, so it is not automatically retried like a read-only lookup. If the send fails, review the action log, confirm the support addresses and outbound email configuration, then test a new conversation rather than assuming a ticket or a delivery occurred.
Email escalation is low risk and does not use the high-risk widget approval prompt. It is available regardless of the Inbox plan gate, but it is not a guarantee of a response time, mailbox routing rule, or delivery to every recipient. Keep the recipients current and use an instruction that makes clear what information a visitor should expect to share with support.