"What does the Escalation Gateway component do?"

"It routes incoming messages within a workflow, allowing automated escalation from bots to human agents or vice versa. This ensures that conversations can be handled by AI until a human is needed."

"How does the Escalation Gateway decide between AI and human handling?"

"You can set a default escalation type (AI or Human), and the component can track escalation status or act based on conditions you define in your flow."

"Why is escalation important in automated workflows?"

"Escalation ensures that complex or sensitive conversations are handed over to human agents, providing a seamless customer experience and preventing dead ends in automation."

"Can I use this component to track when a human agent takes over?"

"Yes, the component preserves the memory of escalation events, so you know when and why a conversation was transferred to a human agent."

"Is the Escalation Gateway flexible for different use cases?"

"Absolutely. Whether you need simple AI-to-human handoff or more complex routing logic, the Escalation Gateway adapts to your flow requirements."

Escalation Gateway

Direct messages to either AI or human agents within your workflow, enabling smart escalation and smooth handovers.

Component description

How the Escalation Gateway component works

The Escalation Gateway is a flow component designed to intelligently route messages within an AI workflow based on escalation logic. It helps in managing the transition between automated AI responses and human agent intervention, ensuring that user queries are handled effectively and efficiently.

What the Component Does

This component examines incoming messages and determines whether the conversation should continue with the AI or be escalated to a human agent. It keeps track of previous escalation events, enabling a seamless handover and a memory of when and why a human agent took over. This is especially useful in customer support or service automation scenarios where certain situations require human involvement.

Inputs

The Escalation Gateway provides the following input parameters:

Name	Type	Required	Description
Input Text	Message	No	The primary text input to be processed.
Default Escalation Type	String	Yes	Sets the default routing when no conditions are met. Options: “AI” or “Human”. Defaults to “AI”.

Input Text: The main message or user input that triggers the escalation logic.
Default Escalation Type: Determines the fallback route if no specific escalation condition is satisfied. You can select either “AI” for continued automation or “Human” for immediate human intervention.

Outputs

The component offers two distinct outputs, allowing downstream nodes to handle messages accordingly:

Output Name	Type	Description
Human Escalated	Message	Output when the message requires escalation to a human agent.
Bot Response	Message	Output when the message can be handled by the AI or bot.

Human Escalated: If escalation is triggered, the message passes through this output for human processing.
Bot Response: If no escalation is needed, the message continues through automated handling.

Why Use This Component?

Seamless Human-AI Collaboration: Ensures that complex or sensitive issues are directed to humans, while routine queries are resolved by the AI.
Flexible Escalation Logic: Lets you specify default behaviors, adapting to various workflow requirements.
Traceability: Maintains a memory of escalation events, which is valuable for auditing and improving escalation rules over time.
Improved User Experience: Reduces frustration by ensuring users are escalated to the right responder at the right time.

Example Use Cases

Customer Support Bots: Automatically escalate complex customer issues to a human representative.
Helpdesk Automation: Route tickets based on urgency or topic, sending only critical cases to human agents.
AI Chatbots: Provide uninterrupted service, but smoothly transition to human support when needed.

This component is essential for building robust, user-friendly AI workflows where both automation and human expertise are required.

Examples of flow templates using Escalation Gateway component

To help you get started quickly, we have prepared several example flow templates that demonstrate how to use the Escalation Gateway component effectively. These templates showcase different use cases and best practices, making it easier for you to understand and implement the component in your own projects.

AI Chatbot with Slack Human Escalation

Deploy a smart customer support chatbot for LiveAgent that automatically answers visitor questions, retrieves knowledge base documents, and escalates to a human...

Jun 6, 2025 4 min read

Frequently asked questions

What does the Escalation Gateway component do?: It routes incoming messages within a workflow, allowing automated escalation from bots to human agents or vice versa. This ensures that conversations can be handled by AI until a human is needed.
How does the Escalation Gateway decide between AI and human handling?: You can set a default escalation type (AI or Human), and the component can track escalation status or act based on conditions you define in your flow.
Why is escalation important in automated workflows?: Escalation ensures that complex or sensitive conversations are handed over to human agents, providing a seamless customer experience and preventing dead ends in automation.
Can I use this component to track when a human agent takes over?: Yes, the component preserves the memory of escalation events, so you know when and why a conversation was transferred to a human agent.
Is the Escalation Gateway flexible for different use cases?: Absolutely. Whether you need simple AI-to-human handoff or more complex routing logic, the Escalation Gateway adapts to your flow requirements.

Try Escalation Gateway

Enhance support automation and streamline your workflow with intelligent AI-to-human escalation.

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