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How Escalations Work

  • Escalations can be enabled or disabled globally.
  • When enabled, the AI continuously checks each conversation against the escalation rules.
  • If a rule is triggered:
    • The AI pauses its responses.
    • The conversation is escalated to your team.
    • A human can continue the interaction manually.
Ai Escalations

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Built-in Escalation Rules

Visito provides several built-in rules that cover the most common escalation scenarios:

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1. Physical Object or Service

Triggered when:
A customer is requesting a physical object or a service that the AI cannot provide.
Example:
  • “Can you send me the keys?”
  • “I want to buy this product and have it delivered today.”
This prevents the AI from committing to actions it cannot perform.

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2. Context Missing

Triggered when:
The AI does not have enough information to answer correctly.
Example:
  • The user asks about a booking, but no booking data exists.
  • The request is ambiguous or lacks required details.
This avoids incorrect or misleading responses.

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3. Talk to Human

Triggered when:
A customer explicitly asks to speak with a real person.
Example:
  • “I want to talk to a human.”
  • “Can someone from your team help me?”
This ensures a smooth transition when the user requests human assistance.

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Custom Escalation Rules

You can also create custom escalation rules using keywords or phrases. Example use case:
  • Invoice request (Invoice)
    • Rule: When a guest asks for an invoice or factura, escalate the conversation.
    • Result: The AI pauses the conversation and notifies a human so the invoice can be reviewed, generated, and sent correctly.
Custom rules give you full control over which scenarios require manual review. Ai Escalations Example Ai Escalations Playground

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When to Use Escalations

Escalations are ideal when:
  • A human must approve or complete a process
  • Legal, financial, or sensitive topics are involved
  • The AI should never fully complete the request on its own
  • You want safety and control without blocking automation entirely

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Escalations vs Rules & Tone

  • Escalations → Transfer the conversation to a human.
  • Rules & Tone → Control how the AI responds without involving a human.
In many cases, both can be used together for maximum control.

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Best Practice

We recommend enabling escalations and starting with the built-in rules, then adding custom rules for your specific business workflows. This gives you a safe, scalable balance between automation and human oversight.