Configuring Escalation Strategies for AI Agents (Zendesk+Quack's Live Chat)

Overview

You can now fully customize how your AI Agent escalates conversations in Zendesk Live Chat. Use this new feature to control when to involve a human agent, send automated replies, or open a support ticket—all based on topic or intent.

Who Can Use This Feature?

  • Available for AI Agents of the Live Chat type integrated with Zendesk.

How to Access Escalation Settings

  1. Go to your AI Agent’s configuration settings.

  2. Click on the new Escalations tab.

  3. Here, you’ll see options to edit default escalation rules and add new ones.

Default Escalation Rule

  • By default, your agent is set to always escalate to a Live Agent.

  • You can keep, remove, or edit this rule at any time.

Available Escalation Options

  1. Send Automated Message

    • Use this for Help Centers or landing pages where you want to provide closure without transferring to a human.

  2. Create Support Ticket

    • Escalates the inquiry to a Zendesk support ticket for follow-up outside of live chat.

  3. Escalate to Live Agent

    • Instantly routes the conversation to a human agent.

Creating a New Escalation Rule

  1. In the Escalations tab, click Create Rule.

  2. Enter a rule name (e.g., “Player Related Inquiries”).

  3. Set conditions, such as topic or intent.

    • Example: For all player-related questions, choose Create Support Ticket instead of escalating to a live agent.

  4. Set ticket parameters:

    • Choose a priority (e.g., Low)

    • Add tags (e.g., escalated and a dynamic topic tag). These tags are included in every Zendesk ticket created by this rule.

  5. Click Create to save your rule.

💡 Pro Tip: You can create multiple escalation rules for different topics or intents. For example, send an automated message for common issues, or escalate urgent inquiries directly to a live agent.

Example Use Cases

  • Automatically create tickets for specific types of questions (like player inquiries) and add custom tags.

  • Send an automated “We’re working on it” message for known issues.

  • Instantly route sensitive or high-priority topics to a live human agent.

What’s Next?

We’re planning enhancements including support for additional tags and custom fields directly in live chat—not just tickets—as well as more conditions for rule creation. Stay tuned for updates!