Turn the Escalate to Human toggle ON, choose the department, review or edit the default prompt, then publish—calls that meet the prompt’s conditions will automatically transfer to a human agent.

1. When to Use

Enable this feature whenever you want to guarantee callers can reach a live agent if the AI fails, callers become frustrated, explicitly ask for a human, or any custom trigger you define.

2. Prerequisites

• An active voicebot in the MyOperator dashboard
• At least one department is configured to receive transferred calls
• Knowledge of the bot’s primary language setting (for the transfer message)

3. How It Works

Once enabled, the voicebot watches every turn of the conversation for the conditions listed in the escalation prompt. If a condition is met, the bot utters a final hand-off sentence in the bot’s language—default: “I am transferring the call to my senior for better assistance.”—and immediately transfers the live call to the department you selected. All conditions, wording, and triggers live inside the prompt and are fully editable.

4. Use Cases

• Customer support lines where callers may demand a human representative
• High-stakes scenarios (finance, healthcare, legal) where unresolved issues must reach experts
• Brand-sensitive deployments that need a safety net against caller frustration loops
• Industry-specific triggers, e.g., adding “medical emergency” to a healthcare bot’s prompt

5. Steps

1. Open the voicebot configuration screen.
2. Scroll to the “Escalate to Human” section.
3. Toggle the feature ON.
4. Select the department that should receive transferred calls.
5. Review the auto-populated escalation prompt and edit the transfer message or trigger rules if needed.
6. Save or Publish the voicebot.

6. Expected Result

From the very next call, the bot will keep handling queries as usual but will instantly transfer any conversation that matches the prompt’s strict conditions to the chosen department, announcing the hand-off sentence in the bot’s configured language.

7. Edge Cases

• The bot will NOT escalate on negativity alone—tone must meet the prompt’s explicit conditions.
• If no department is selected, the toggle cannot be saved and escalation will not work.
• The spoken transfer message always follows the bot’s language mode, so be sure the wording makes sense in that language after translation.

8. Flip-side

This feature does not create a queue or callback—calls are transferred live and immediately. It also does not override other call-flow rules; if the bot never meets an escalation condition, the call remains entirely AI-handled.

9. Default Escalation Prompt

Prioritize Helping: Your first priority is to help the user. Negative 
     phrasing like 'not working' or 'broken' is normal issue reporting, 
     not a trigger. Respond to frustration with empathy and a next step. 
     Do not escalate on tone alone.      
      
     Strict Transfer Conditions — transfer call ONLY if one of these is met:      
      
     1. Explicit Request: Caller directly asks for a human (e.g., 
        'speak to an agent,' 'transfer me,' 'representative,' 'real person').      
      
     2. Severe Hostility: Caller uses explicit profanity, aggressive 
        yelling, or abusive language directed at you.      
      
     3. Unresolvable Loop: You have attempted to troubleshoot at least 
        twice AND the caller remains stuck or explicitly states you are 
        not helping.      
      
     Transfer Procedure:      
     - When a transfer is triggered, your FINAL spoken output MUST be: 
       'I am transferring the call to my senior for better assistance.'      
     - Immediately after speaking the transfer message, transfer call.      
     - Do not mention the function name, its parameters, or the 
       extension number to the caller.      
     - Do not confirm the transfer before initiating it.

10. What You Can Customize

• Edit the transfer sentence, e.g., “Connecting you to our specialist team now.”
• Add or remove escalation triggers to fit your industry or brand tone.
• Translate or localize any part of the prompt, knowing the bot will speak it in its configured language.

Keywords

escalate to human, voicebot, live transfer, department routing, default prompt, handoff, caller frustration, AI safety net