Cross-Channel Escalation
Escaladare inteligentă cu context complet, indiferent de canalul inițial.
Escalation Types
Bot to Human
- • Seamless handoff
- • Full context transfer
- • Skill-based routing
- • Wait time notification
Channel Upgrade
- • Chat to voice escalation
- • Text to video call
- • Email to callback
- • Social to private channel
Supervisor Escalation
- • One-click supervisor
- • Silent monitoring first
- • Barge-in capability
- • Take over option
Triggers
- • Sentiment threshold
- • Keyword detection
- • Customer request
- • Complexity scoring