Escalate via Email

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. The email links to the conversation. When the conversation has an active Inbox ticket, the email shows the ticket ID, its main button is Open ticket in inbox, and View conversation opens the conversation on the Activity page beside it. Without a ticket, View conversation is the only button. When the visitor gave a valid email address, the email's Reply-To is that address, so a reply from your mail client reaches the visitor.

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.