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, then select Configure. Complete these steps:
- Select Email a support address.
- Add one or more valid support email addresses.
- Write a condition that tells the agent when to offer a handoff.
The agent uses this shared condition to decide when a conversation needs a person.
When triggered, the action creates a summary of the conversation. Then it sends the escalation through the configured email workflow.
A read-only lookup retries automatically. This action does not retry automatically. This prevents duplicate escalations in the same session.
If the send fails, complete these steps:
- Review the action log.
- Confirm the support addresses and the outbound email configuration.
- Test with a new conversation.
Do not assume that a ticket or delivery occurred.
Email escalation is low risk. It does not use the high-risk widget approval prompt.
The Inbox plan gate does not affect this action. It does not guarantee a response time, a mailbox routing rule, or delivery to every recipient.
Keep the recipient list current. Write an instruction that tells the visitor what information to share with support.