Types of Escalation

Triggered when:

• The caller explicitly asks for a dispatcher or a person

Behavior:

• Immediate transfer

• Intent flow bypassed

Triggered by:

• Dangerous language

• Risk indicators

• Escalation rules

Behavior:

• Immediate transfer

• Marked as safety-related in review tools

Triggered by:

• Maximum call duration

• System timeouts

• AI provider failure

• Language instability

Behavior:

• Transfer via configured fallback

• May appear as a safeguard transfer