Escalations & handoffs
When a visitor needs a human, the mascot hands off cleanly: an AI-written brief, a status workflow, and routing into your helpdesk.
When escalations happen
- Explicit request — the visitor asks to talk to a person. The mascot never stonewalls this.
- Out of depth — the question can't be answered confidently from your content. Instead of guessing, the mascot offers a handoff. See answers & grounding.
What your team receives
Every escalation includes:
- An AI-written brief — a short summary of who the visitor is, what they need, and what's already been said. Your agent doesn't start by reading a transcript.
- The visitor's own message and contact details when shared.
- The full conversation linked for when you do want the detail.
The workflow
Escalations have a simple status flow in the dashboard: open → assigned → resolved, with an assignee and resolution notes on each. The Handoffs view is the queue; the detail page is where you work a case.
Routing options
- Dashboard queue — default, always on.
- Email — per-event notification with the brief included (alerts & notifications).
- Helpdesk — route escalations into Gorgias, Zendesk, or Freshdesk from Connections so they become tickets in your existing queue.
- Webhook —
escalation.createdfires in real time for custom routing (webhooks).
Why this matters
An AI that never hands off is a liability — the fastest way to lose a customer is a bot that won't get out of the way. Yokaify treats the handoff as a first-class outcome: fast, context-rich, and measured in the dashboard like everything else.