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What It Is

Live Agent Escalation is Cosmo’s intelligent system that automatically connects customers with human support when needed. When Cosmo can’t find an answer in your knowledge base, or a customer requests live help, a ticket is created. You’re instantly notified—respond quickly to maintain great customer experience.

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How Live Agent Escalation Works

  1. AI Detection: Cosmo analyzes the conversation and determines if human intervention is needed
  2. Automatic Ticket Creation: A support ticket is generated with full conversation context
  3. Smart Routing: The ticket is assigned to the appropriate team member based on escalation rules
  4. Seamless Handoff: You can respond directly to the customer through the same conversation thread
  5. Resolution Tracking: Monitor ticket status and ensure customer satisfaction

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When Tickets Are Created

Question Not Found

Cosmo couldn’t find answer in your docs

Live Agent Requested

Customer explicitly asks for human support

Complaint Detected

Negative sentiment or frustration detected

Custom Trigger

Based on your escalation rules

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Responding to Tickets

1

Get Notified

New ticket appears in Support or Notifications tab
2

Review Context

Read the full conversation history
3

Respond Quickly

Type your response—it goes directly to customer via WhatsApp/Instagram
4

Continue Until Resolved

Keep conversation going until issue is fixed
Respond as soon as possible! Fast responses maintain customer trust. Aim for under 1 hour during business hours.

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Ticket Status

StatusMeaningAction
RequestedNew ticket waiting for responseRespond now
AnsweredYou’ve replied, conversation ongoingMonitor
ClosedIssue resolvedArchived automatically

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Best Practices

Aim for under 1 hour response time during business hours. Speed matters for customer satisfaction.
Always review the entire conversation before responding—context is crucial.
After resolving a ticket, add the Q&A to your AI Knowledge Hub so Cosmo can handle it next time.

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Configuring Live Agent Escalation

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Escalation Rules

Set up automatic escalation triggers in your dashboard:
  • Keywords: Specific words or phrases that always escalate (e.g., “billing”, “refund”, “complaint”)
  • Sentiment Detection: Automatically escalate negative or frustrated messages
  • Complexity Threshold: Escalate when questions are too complex for AI
  • Manual Triggers: Allow customers to request human support with phrases like “speak to agent”

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Team Assignment

Configure who handles different types of tickets:
  • Role-based routing: Assign tickets based on team member roles
  • Department routing: Route technical issues to tech support, billing to finance
  • Load balancing: Distribute tickets evenly across available team members
  • Escalation paths: Define who gets notified when primary assignee is unavailable

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Reducing Escalations

The more complete your knowledge base, the fewer escalations you’ll get:
  1. Review tickets weekly for common patterns
  2. Add missing info to AI Knowledge Hub
  3. Answer unanswered questions in AI Hub
  4. Test Cosmo regularly to verify responses
Each answer you add to the knowledge base reduces future escalations. Over time, Cosmo handles more automatically.

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Troubleshooting

Not receiving notifications?
  • Check notification settings in Settings
  • Verify email address is correct
  • Check spam/junk folder
Too many escalations?
  • Add more comprehensive info to knowledge base
  • Answer unanswered questions in AI Hub
  • Adjust escalation sensitivity in Settings