The agent handles most. Humans handle the rest.
When the agent can't resolve a conversation — complex complaints, sensitive situations, high-value deals — it escalates to your team with full context and a summary.
01 / Escalation
How escalation works.
Agent detects it needs help
Low confidence on a sensitive topic, customer explicitly asks for a human, or the conversation hits a configured trigger.
Escalation with context
The conversation is flagged with a reason and summary. Your team sees what happened, not a blank thread.
Human takes over
Your team replies from the dashboard. The customer sees a seamless handoff — no "please wait while I transfer you."
Agent learns
If the escalation reveals a knowledge gap, it surfaces in your gaps dashboard. Teach the agent once, it handles it next time.
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