AI handoff and review

This is part of Cliedesk Pro. It decides when the AI agent hands a conversation to your team, how the customer is told, and how you check the AI’s work afterwards.

When the AI hands over

These triggers always work:

• The customer asks for a person (in any common wording, or with the Talk to a person button). This one is always on. You cannot switch it off.
• Strong anger or frustration. Choose the Anger sensitivity: Low, Medium or High.
• A loop or no progress: the customer repeats themselves, or several AI turns in a row were only questions.
• Low confidence and protected topics (see AI agent).

Escalation rules

Go to Settings → AI → Escalation. People who can manage AI can change these settings.

• Rules in plain words. Describe the situation, for example “the customer mentions a chargeback or a lawyer”. The AI matches it by meaning, also in other languages. Choose What the AI does: Hand off now, Offer a person, Ask follow-up questions first, Keep handling (no escalation) or Start a workflow. Each rule can choose where the conversation goes (Hand off to), the Priority and an SLA policy.
• Structured rules use the same conditions as views (priority, channel, fields such as sentiment or urgency). They are checked first and need no AI. When one matches, the AI does not answer.
• Extra guidance adds to the built-in guidance. It never replaces it.
• Export and Import move the rules as JSON, for example to another site.

The rule that matched is saved in the field AI escalation rule, so workflows can use it. The workflow triggers An AI escalation rule matches and The AI agent hands a conversation to people start your workflows.

What the customer sees

• Chat asks first: “Would you like me to connect you with a person?” To hand over at once, turn off Chat: ask the customer to confirm before handing over.
• Before handing over, the AI asks for details your team needs and does not have yet, such as the email address of an anonymous visitor. When email capture is Required, the AI does not hand over until the customer gives one.
• The message says when a person will really reply, from your business hours, holidays and SLA: for example “A person will reply Tuesday at 09:00”.
• After hours the AI keeps helping by default. With Chat is AI-only after hours, chat customers cannot ask for a person outside business hours. The AI collects their details instead.
• On email, SMS and social channels, the AI sends a short notice once, or nothing when you turn the notice off.

In the conversation

The AI agent section in the details panel shows what the AI is doing. Select Take over to stop the AI. A reply from you also stops it at once. Select Let AI continue to hand the conversation back. You can add a note to the AI.

When the AI needs a decision it may not make, such as a large refund, it asks your team in Approvals and tells the customer it is checking. These conversations are in the view Needs teammate input. If nobody answers within 30 business minutes, the conversation goes to your team.

AI review

Open AI review in the menu. Each row is one AI session with how it ended: Assisted, Contained, Confirmed or handed over with the reason. Filter by tier, handoff reason, low grounding, failed action or low AI CX score. Open a session to see the sources, policies and tools of each turn. Rate it Bad, Okay or Good with a reason. A Bad rating opens Improve.

Cliedesk also checks sessions in the background. If the same customer comes back about the same topic or order within 7 days, the session’s tier goes down one level. A sample of handoffs and resolutions is checked again by AI; the result and its reason show in the session.