How Escalations Work
- A customer asks a question the AI agent can’t answer
- The AI agent offers to connect them with a human
- The conversation is transferred to your support team
- The human agent picks up with full conversation context
- The human agent responds directly in their platform (e.g., Zendesk)
- SupportUnicorn automatically routes the response back to the customer
No workflow changes for your team. Human agents work entirely within their existing platform. SupportUnicorn handles all the routing automatically—messages from the customer appear in Zendesk, and replies are delivered back through the original channel (chat, WhatsApp, SMS). Your support team doesn’t need to learn new tools or change how they work.
Supported Platforms
Zendesk
Route escalations to your Zendesk support queue with full conversation history.
More Coming Soon
We’re adding support for additional platforms. Contact us if you have a specific request.
When Escalations Trigger
Escalations can happen in several scenarios:| Trigger | Description |
|---|---|
| Customer request | Customer explicitly asks to speak with a human |
| Low confidence | AI agent isn’t confident in its response |
| Sensitive topics | Configured topics that require human handling |
| Failed actions | An action fails and requires human intervention |
Benefits
Seamless handoff
Seamless handoff
Customers don’t need to repeat themselves—human agents receive the full conversation history.
Reduced wait times
Reduced wait times
AI handles simple questions instantly, freeing human agents for complex issues.
24/7 availability
24/7 availability
AI agent provides immediate responses even outside business hours, then escalates when humans are available.
Get Started
Set Up Zendesk Integration
Connect your Zendesk account to start routing escalations to your support team.