Bot-to-Agent Escalation

Description

Manages the handoff from an automated bot to a live human agent, transferring full conversation context, collected entities, and sentiment signals. The escalation can be triggered by explicit customer request, low-confidence intent, or policy rules such as complaint detection.

Canonical use case

After a chat bot fails to resolve a billing dispute in three turns, it escalates to a billing specialist agent and passes the full transcript and collected account details so the agent does not need to ask the customer to repeat themselves.