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Human Escalation Ops

This page covers the operator side of Appilots' human-handoff feature — what your support team does in the dashboard when a conversation gets escalated. For the client-side experience, see SDK: Escalation; for the wire contract used by the API-key side of the flow, see API reference: Escalations.

How an escalation reaches your team​

An escalation appears in a queue visible to your team in the dashboard whenever a user requests a human directly, or when the agent gives up on a request and the user accepts its offer to connect with a person.

Claiming an escalation​

  1. Open the escalation queue in the dashboard.
  2. Pick a pending escalation and claim it — this marks you as the operator handling that conversation.

Once claimed, the requester's chat updates to a "connected to support" state, and their messages start reaching you directly instead of the AI.

Replying​

While an escalation is active, you can reply directly from the dashboard. Your messages appear in the user's chat as operator/human replies, distinct from the AI's usual messages.

Importantly, the AI does not participate in the conversation at all while it's escalated — you're fully in control of the conversation until you resolve it.

Resolving​

When you're done, resolve the escalation from the dashboard. This hands the conversation back to the AI, and the user sees a system message marking the transition back to the assistant.

Who can work escalations​

Handling escalations generally requires your team members to have appropriate access — typically anyone above read-only (viewer) access can participate. See Team management for the full role hierarchy if you need to adjust who can act as an operator.

Working the queue from your own systems​

The dashboard isn't the only way to operate the queue. A workspace-scoped operator API key lets your own systems — a helpdesk bridge, a Slack bot, an internal support panel — claim, reply to, and resolve escalations exactly like a human operator would, with per-reply attribution (operatorName) showing up in the dashboard next to the AI-handled ones. See API reference: Operator API for the wire contract, and Guides: External support integrations for a worked example.

Next steps​

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