What your plan includes for escalations
Escalation on every Panelbot plan: a live Chat Dashboard handoff when your team is online, and a ticket in your billing portal when nobody is.
Escalation works the same on every plan, Free included. What changes where the conversation lands is not your price, it is whether someone on your team is online.
Someone is online: it becomes a live conversation
Every plan includes the Chat Dashboard, so an escalation arrives as a claimable chat while the customer is still sitting there. Someone on your team takes it over mid-conversation and carries on typing, with the same context visible beside the chat: the transcript, which checks the assistant ran, what those checks found, the customer’s services, and which server they are on.
Team seats are unlimited on every plan. We meter conversations, not people.
Nobody is online: it becomes a ticket
When no one on your team is available, the assistant files a ticket in your billing portal with the whole story attached, the same context a live handoff would have shown. Your team opens the ticket already knowing what happened, instead of asking the customer to explain it again.
The customer is told plainly that a person is picking this up. Nothing is lost, and nobody is left staring at a “connecting you now” banner that never resolves.
What the plan does change
The widget badge. On Free and Lite the widget carries a small “Powered by PanelBot” line. Starter, Growth, and Scale are white-label: your brand alone, no Panelbot badge anywhere.
That, and the number of conversations included each month. See Pricing and what each plan costs.
What is identical on every plan
The assistant decides to escalate for the same reasons regardless of price. It escalates when a customer asks for a human, when an operation is above the line you drew, when it is not confident enough to answer, and when something needs approval it cannot give itself.
It also keeps helping while a handoff is pending, rather than going silent the moment it decides to escalate.
Getting the most out of it
The dashboard only catches escalations while a teammate is actually signed in to it. If nobody is watching the queue during the day, everything routes down the ticket path, which is a perfectly good fit for a team that works from its portal inbox. If you already staff live chat, or you want to, keeping the dashboard open is what makes escalations feel instant to a customer instead of “we will get back to you”.