Escalate to Human

The Escalate to Human action lets your agent hand off a conversation to your support team by creating a ticket, case, or conversation in a connected support tool.

Use it for human requests, billing or account issues, complaints, urgent problems, and conversations the agent cannot resolve confidently.

Supported Destinations

Escalate to Human requires a paid Agentkit plan. Connect the destination before creating the action.

Step 1: Connect a Support Tool

1. Open your agent.
2. Go to Actions > Integrations.
3. Connect the support tool you want to use.
4. Confirm the card shows Connected.

Provider setup details:

• Zendesk - Enter your Zendesk subdomain, then authorize Agentkit in Zendesk.
• Freshdesk - Enter your Freshdesk subdomain and an agent API key. The key is stored encrypted and used only to create tickets.
• Help Scout - Authorize with Help Scout, then choose the inbox where escalations should open.
• Intercom - Authorize the Intercom workspace that should receive escalations.
• HubSpot - Authorize the HubSpot portal. The portal must have a ticket pipeline.
• Salesforce - Choose Production or Sandbox, then authorize the Salesforce org that should receive cases.

Step 2: Add the Action

1. Go to Actions.
2. Click Add Action and choose Escalate to human.
3. Choose the connected ticket platform.
4. Review the When to use instructions.
5. Save and enable the action.

Only connected destinations appear in the ticket platform picker. If a connection requires reconnecting, reconnect it in Actions > Integrations before enabling the action.

What Gets Sent

When the action runs, Agentkit creates the item in the selected support tool with:

• A concise subject generated by the agent.
• A summary written from the visitor's perspective.
• The visitor's email address.
• The visitor's name when available.
• Recent conversation context so your team can understand the issue.

Zendesk receives the escalation as an internal note, including the conversation context. This keeps internal metadata out of public ticket comments.

The action requires a valid email address. If the agent does not already know the visitor's email, it should ask for one before creating the escalation.

Good Trigger Instructions

Write clear rules for when the agent should hand off:

Create a support ticket when the visitor asks for a human, has a billing or account access issue, reports an urgent problem, or says the answer did not solve their issue.
Before escalating, collect or confirm the visitor's email address.

Useful trigger examples:

• The visitor asks to speak to a person.
• The visitor reports billing, security, account access, or complaint issues.
• The visitor repeats the same unresolved issue.
• The visitor is frustrated or says the answer did not help.

Managing Connections

Disconnecting a provider stops new escalations to that destination.

If a provider token expires or access is revoked, the integration may show a reconnect state. Reconnect the provider before enabling or using the action again.

Next Steps

• Review escalated conversations in Chat Logs
• Collect leads before handoff