Escalation
AI first.People when it matters.
HiberChat hands a conversation to your team the moment the AI isn't sure, the visitor asks for a person, or your rules say so. Nobody repeats themselves.
10-day Pro trial · No credit card · Free plan forever
Visitor
“My order arrived damaged. I want to speak to someone.”
AI agent
Searched 3 sources · asked for a person → handoff
Routing
Assigned to Noor Ali · Support group · notified
Agent
“Hi, I'm Noor. I'm so sorry — I'll send a replacement today.”
Resolved
Replacement sent · rated 5 / 5
What's included
Everything in Escalation & Handoff.
Ask for a human
Visitors can request a person at any time.
Confidence threshold
Weak knowledge matches trigger the fallback and a handoff instead of a guess.
Routed to the right group
Escalated chats are assigned to an available agent automatically.
Instant alerts
Agents get a sound, browser, or email notification for every handoff.
Full history
The agent sees everything the AI said and which sources it used.
Offline fallback
Outside operating hours the visitor leaves a message and you reply by email.
A handoff your customers won't notice.
Same thread, same widget, same history. The only change is who's typing.
Detect
Spot the need.
Low confidence or an explicit request.
Route
Find an agent.
Auto-assignment within the right group.
Resolve
Finish the job.
The agent picks up mid-conversation.
Questions about Escalation & Handoff
What if nobody is available?
Is there a free trial?
Scale customer chat. Not headcount.
An AI agent trained on your website, a shared inbox for your team, and every channel in one place.
Free forever for one agent. AI from $25 per agent.
10-day Pro trial, no credit card. Cancel or downgrade any time.