Plan requirement: Tools are available on the Builder & Pro plans. On Free and Starter, the page is visible but the toggles are locked. Head to Settings → Billing to upgrade.
Access: You need Editor or Owner access to enable or disable tools. Viewers can’t open this page.
Human Escalation
When this tool is enabled, your agent can hand off a conversation to a human team member - either on its own judgment or immediately when a visitor asks to speak to a real person.What changes in the chat
The agent gets an explicit escalation rule added to its system prompt. In practice, it will:- Escalate automatically if it can’t find a relevant answer after searching its knowledge base and the topic needs real help
- Escalate immediately if the visitor says something like “I want to talk to a human” or “Can I speak to someone?”
- Send the visitor a short farewell message explaining that a team member will follow up
What it won’t do: The agent won’t escalate for greetings, thank-yous, or casual small talk. It also won’t escalate when a visitor just wants to leave their contact info for later - that’s what Lead Capture is for.
What changes in the inbox
Escalated conversations are flagged with an “Escalated” badge in the conversation list and detail header. In an escalated conversation:- A collapsible Escalation reason section shows the brief reason the AI passed off (e.g. “User asked about a refund that requires account access”).
- The reply composer switches to “Reply as human agent” mode - anything you type is sent as a human message, not an AI response.
- The visitor sees your replies in real time.
Email notifications
When a conversation is escalated (by the AI), all workspace owners receive an email notification. The email includes a direct link to the conversation in the inbox. Notifications are sent once per escalation event - no repeated emails if more messages come in.Lead Capture
When this tool is enabled, your agent can show visitors a small contact form - name and email - so they can leave their details for follow-up without needing a live conversation.What changes in the chat
The agent gets lead capture rules added to its system prompt. It will offer the form when:- A visitor asks about pricing, a demo, or anything that warrants a follow-up call
- A visitor wants to be contacted later but isn’t asking for a live human chat right now
What appears in the inbox
Once a visitor submits their contact details:- Their name and email appear in the conversation header
- A collapsible Lead capture context section shows the brief context the AI noted when it triggered the form (e.g. “visitor asked about pricing”)
- The lead is stored and deduplicated by email - if the same visitor submits details in multiple conversations, they’re linked to the same lead record
Email notifications
When a visitor submits the lead form, all workspace owners receive an email with the visitor’s name, email address, and a direct link to the conversation.How the two tools work together
Human Escalation and Lead Capture serve different intents - and the agent knows the difference:| Visitor intent | Tool used |
|---|---|
| ”I need help right now, can I talk to someone?” | Human Escalation |
| ”Can someone get back to me about pricing?” | Lead Capture |
| ”I need a demo scheduled” | Lead Capture |
| ”I can’t figure this out, I need a human” | Human Escalation |
Next up: Operate Daily → Inbox - manage conversations, reply as a human, and work with leads.