Escalations

When a visitor is frustrated or blocked, your Twin automatically routes the conversation to your support team.

How it works

Your Twin monitors sentiment throughout each conversation. When frustration, repeated failed attempts, or explicit requests for human help are detected, it creates a support ticket in the platform you've connected — and informs the visitor that a team member will follow up.

Supported platforms

• Intercom
• Zendesk
• Salesforce
• HubSpot
• Jira
• Zoho
• Help Scout

Connect your platform in Actions → Escalations → Add integration. Authentication is via OAuth or API key depending on the platform.

Live agent handoff

For Salesforce, a real-time handoff is available: the conversation is transferred directly to a live Salesforce Chat agent rather than creating an async ticket. The visitor stays in the same chat window throughout.