When your agent encounters situations beyond its capabilities or is unsure how to act, it can get in touch with a human member of your team and ask for instructions, giving your agent a direct line to your team's expertise.

This feature acts as a safety net, ensuring that complex or sensitive tasks are handled appropriately, and maintaining the quality of your agent's output.

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Setting up an escalation channels

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In the Abilities settings of your agent, you can configure various communication channels for escalation. These include:

Email: the agent can send an email to a designated address or team.
Slack: integration with Slack allows the agent to post messages to specific channels or individuals.

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Defining escalation criteria

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You have two options for determining when your agent should escalate:

Explicit Instructions: In your agent's core instructions, you can define specific scenarios or conditions that warrant escalation to a human. For example, you might instruct the agent to escalate when dealing with high-value transactions or sensitive customer information.
Agent Discretion: Alternatively, you can allow the agent to use its judgment to decide when to escalate. This approach relies on the agent's ability to recognize its limitations and seek help when needed.

When escalation occurs, the human team member receives a notification through the chosen channel. This notification typically includes context about the task, the reason for escalation, and any relevant information the agent has gathered. The human can then provide guidance, make decisions, or take over the task as needed.

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