Email escalation and countries where you don't operate
The assistant without handover to an agent: it asks about the problem and sends the case by email. Plus countries without your service.
Both settings are in the AI Assistant tab, under “Settings and knowledge”.
Email escalation
Enter an address in the “Email escalation” field (e.g. office@yourcompany.com). From then on, the assistant doesn't connect customers to an agent in the chat:
- with a technical problem, it first asks for details (what's happening, on the website or in the app, since when, what message appears), and once it understands the problem - it says it's passing the report on and you'll reply by email,
- when the customer clearly asks for a human - it says it's passing the case to your team, who will reply by email.
Your address receives an email with the case description, the customer's details (name, email, country, page) and the whole conversation. You reply to the customer by email. If the assistant doesn't know the customer's email, it asks for it first. In Chat, such a conversation has a “technical issue” or “contact request” badge.
You can take over the conversation yourself at any time - just reply in Chat.
Countries where you don't operate
Enter country codes (e.g. PK, EG) or an address from which CallsYou fetches the current list every few minutes (with a key in the Authorization: Bearer header; empty key field = the notification secret from Integrations). The assistant knows the customer's country from their IP address, and when someone writes from such a country, it politely replies that the service isn't available there yet. Below the field you can see when the list was last fetched and, if fetching fails, why (e.g. the address rejected the key).