Overview
Escalate on confidence bands, keywords, toxicity, or VIP rules; track SLA timers; let agents return the session to the bot safely.
Problem
Bots escalate too late or with missing context. Agents lack guidance and cannot safely hand control back to automation.
Solution
Chat Core creates a “handoff contract” containing context, macros, tools allow/block lists, and SLAs; LiveConnect agents can accept/decline and return-to-bot with notes.
How it works
Configure thresholds and reasons; define queues and hours; expose Orchestration Trace to agents. SLA timers are attached to the session/ticket; Chat Core enforces reversibility with guardrails.
Who is this for
Expected outcomes
- Higher containment without customer frustration
- Agents receive full context and suggested actions
Key metrics
Containment rate
Baseline
45 %
Target
65 %
Agent time-to-first-meaningful-reply
Baseline
120 seconds
Target
45 seconds
Gallery
Downloads & templates
Case studies
Telecom reduces ping-pong escalations
Return-to-bot reduced average handle time by 22%.
Security impact
- Session transcript, macros, decision trace · PII: possible (customer messages)
Compliance
- GDPR (minimization/redaction options)
- SOC2 (audit logging)