Automatic escalation
Chatonio monitors conversations for signals that a human operator should get involved. Escalation can be triggered by:
- Keywords — configurable words/phrases like "speak to a human", "manager", "complaint"
- AI detection — the AI recognizes frustration, complex issues, or situations it can't handle
The sensitivity level (1-10) controls how aggressively escalation triggers. Low sensitivity (1-3) uses keyword matching only, saving AI costs.
What happens when escalated
- The conversation status changes to Escalating
- All project operators receive a push notification
- The conversation appears highlighted in the Unassigned tab
- The AI continues responding until an operator claims the conversation
Operator handoff
When an operator claims a conversation:
- Status changes to Processing
- A fallback timer starts — if the operator doesn't respond within the configured time, the AI sends a fallback message
- The operator can close, reassign, or mark the conversation as waiting
Auto-close
AI-only conversations (no operator involved) are automatically closed after a configurable period of inactivity. A check-in message is sent 5 minutes before closing.