Escalations and Tickets

Escalations and Tickets covers what happens the moment the AI stops, your team takes over, and what triggers that handoff. It explains the escalation triggers: the assistant is not confident, the fix needs a permission tier the AI does not have, the topic is out of scope, or the customer asked for a person. It covers the two escalation paths a plan can include, a ticket in your existing helpdesk or a live handoff in the Panelbot Chat Dashboard, and shows exactly what your staff see when they pick up a conversation: the full transcript, the diagnostic results the assistant collected, and the customer's account context. It also spells out what the customer is told when a human is looped in, so the experience feels intentional rather than dropped. Read this section to decide how you want escalations wired to your team.