> ## Documentation Index
> Fetch the complete documentation index at: https://chatbase.co/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Escalate to Human

This action allows the AI agent to escalate a conversation to a human support agent by creating a ticket in one of your integrated helpdesk platforms.

Before creating this action, you must first connect your helpdesk platform under **Settings → Integrations**.

Supported platforms:

* Chatbase
* Zendesk
* Salesforce
* Intercom
* Zoho Desk
* Freshdesk
* HubSpot
* Help Scout

<Frame>
  <img src="https://mintcdn.com/chatbase/ydpZEgK1vQm7d64i/user-guides/chatbot/images/actions/actions-integrations.png?fit=max&auto=format&n=ydpZEgK1vQm7d64i&q=85&s=7a709cecbcdf95a332eae4db251f3115" alt="Supported Platforms" width="2940" height="1564" data-path="user-guides/chatbot/images/actions/actions-integrations.png" />
</Frame>

***

### General

**Action Name:** A descriptive name for this action. This helps the AI Agent understand when to trigger it.

**Example:**

* Escalate\_To\_Human
* Create\_Support\_Ticket
* Handoff\_To\_Agent

**Ticket Platform:** Select the platform where tickets will be created.\
Only platforms that are already integrated under **Settings → Integrations** will appear in this dropdown.

**When to use:** Clearly explain when the AI Agent should use this action.

**Include:**

* What this action does (creates a support ticket or escalates the conversation)
* What data is transferred (chat history, user details, issue summary)
* What updates it makes (notifies human agents, stops AI replies if applicable)

**Example instructions:**

* Use this action when the user asks to speak to a human.
* Use this action when the AI cannot resolve the issue after multiple attempts.
* Use this action for billing disputes, account issues, complaints, or sensitive matters.
* Trigger this action if the user expresses frustration or explicitly requests human assistance.

Example user queries that should trigger escalation:

* "I want to speak to a human."
* "Connect me to support."
* "This didn’t solve my issue."
* "I need help with my billing."

**Channels:** Specify the channels where this action can be used.

For example:

* Chat widget
* Help page
* Whatsapp

Only select the channels where human escalation is operationally supported by your team.

* You should click on the Save & enable button after completing the above configuration.

<Frame>
  <img src="https://mintcdn.com/chatbase/ydpZEgK1vQm7d64i/user-guides/chatbot/images/actions/create-ticket-action.png?fit=max&auto=format&n=ydpZEgK1vQm7d64i&q=85&s=f9a5f2110f979b5254d87bc28b83b8a3" alt="Escalate to Human Configuration" width="2940" height="1572" data-path="user-guides/chatbot/images/actions/create-ticket-action.png" />
</Frame>

***

## How It Works

When triggered, the Escalate to Human action will:

* Create a new ticket or conversation in the selected platform
* Transfer the relevant conversation history
* Include user information (if available)
* Allow your human support team to take over

***

## Use Cases

### Explicit Human Request

In this example, the AI agent is instructed to escalate when a user directly asks for human assistance.

Example queries:

* "I want to talk to a real person."
* "Can someone from support contact me?"
* "This is urgent, I need help."

Once triggered, a ticket is created in the selected helpdesk platform, and your team can continue the conversation from there.

***

### Failed Resolution Escalation

In this example, the AI attempts to resolve the issue but cannot provide a sufficient answer.

The action is triggered when:

* The AI confidence is low
* The user repeats the same question multiple times
* The issue involves billing, security, or account access