Feature Requests
Open
Escalate to human action should be configurable with additional prompting
Migrated from Canny.
Canny Post ID: 68c926413bd8f23f7c997cfe
Canny URL: https://spur.canny.io/admin/board/feature-requests/p/escalate-to-human-action-should-be-configurable-with-additional-prompting
Category: Improvement
Original status: open
Original votes: 1
Original comments: 0
Original author: Khizar Arif
Created at: 2025-09-16T08:56:33.730Z
Original request details:
Like track order action has 'Manage' button to tell the bot when to use this action, we need one for escalate to human as well.
So that the bot can be told which conditions to open a ticket in and when to not, right within the action. Not in system prompt.
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REQUEST_SUMMARY_V2 Problem - Like track order action has 'Manage' button to tell the bot when to use this action, we need one for escalate to human as well. So that the bot can be told which conditions to open a ticket in and when to not, right within the action. Not in system prompt. Expected behavior - Support this behavior in shared inbox without manual workaround - Maintain clear ownership and state transitions for conversations - Keep agent actions auditable in activity logs Business impact - Reduces manual operational effort for teams - Improves consistency and customer experience - Helps teams move faster with fewer support escalations Legacy category: Improvement
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