Autonomous AI helpdesk with seamless human escalation
An AI helpdesk with human escalation is an intelligent support operations platform that autonomously resolves routine customer tickets while preserving full conversational transcripts and metadata during human handoffs. It automates priority routing, eliminates repetitive triage, and prevents customer frustration caused by repeating issue history.
Hand off to a human without missing a beat. Create a ticket for async follow-up, or pull a human agent into the live chat with the full conversation in hand.
Sales agent
Rhythmbox Team · Pro
I am encountering an issue where our Shopify inventory sync webhook is timing out on catalog sync. Despite entering the endpoint URL correctly, product variants are not being updated, preventing new items from showing up in our support agent's product lookup tool.
Please let me know how we can adjust the payload timeout!
Thanks,
Ryan Jack
Cody Fisher replied · Just now
Hey Ryan,
Thanks for reaching out to solutions engineering. The webhook payload exceeded the default 5-second response threshold on large inventory catalogs. I am assigning this to our integrations lead to enable batched variant streaming for your account.
Thanks,
Cody Fisher
Assignee
Author
Ticket summary
Ryan Jack reported an issue where a discount code wasn't applying during checkout. Cody Fisher responded, confirming the code appears to be expired and has escalated the issue to the finance team, promising a response within 24 hours.
Ticket details
Two ways to hand-off
Open a ticket for a follow-up, or route to a human without dropping the customer using the live chat action.
Async ticket creation
The AI agent creates a ticket in your helpdesk with the full conversation attached, and a teammate follows up with the customer.
Book a 20-minute callEverything the human side needs
Quick question
User: Do you ship internationally? Lo...
Exchange request
User: Can I exchange my jacket for L?...
Delivery update
User: Hey! Just checking when my or...
Return eligibility
User: What is the 30-day policy for...
Omnichannel
Website, email, WhatsApp, Messenger, Instagram, and more in one inbox.
Custom statuses
Set ticket statuses to fit your team's workflow.
Resolution rate
72%
Response time
>2m
Reporting
Track tickets, response times, and filter by human agent.
AI assist
Draft, rewrite, summarize, and translate replies for the human.
Helpdesk inbox
Statuses, assignment, notes, mentions, full history.
Custom views
Filter views by channel, assignee, status, or team. Personal or shared views.
Routing & assignment
Automatically route new tickets to the right teammate based on skill, workload, or channel.
Manual takeover
Any teammate can jump into an AI conversation and take over without losing context.
Allow AI replies
Let the AI draft or send replies directly for issues it already knows how to resolve.
Frequently asked questions
The AI escalates automatically when it's asked something outside its training, when a customer asks for a human, or when it hits an escalation rule we set up for your business during the build.
The AI steps back and stays silent in the thread. It keeps watching the conversation so it can pick support back up once your teammate marks the ticket resolved.
No — the inbox, ticket statuses, and escalation routing are part of what we build and configure for you, so most teams don't need to bolt on a separate helpdesk tool.
Escalated conversations move to "In review" by default. We can map this to whatever statuses match your team's existing workflow as part of setup.
Tell us how your team is organized and how you want tickets handled — we configure the routing rules during the build, so tickets land with the right person from day one.
Yes — tell us your team's hours and time zones during setup, and we configure routing so tickets only go to teammates who are currently online.
Tell us what you want your agent to handle
A 20-minute call is usually enough for us to tell you whether it's worth building.
