Bell Escalation (Request Admin)

When bell escalation used, the system notifies the domain admin and provides a direct link to review the conversation.

This creates a clear and structured path from AI interaction to human support.

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Before You Start

Before Bell Escalation can send notifications, you must configure Email Settings for the domain.

Escalation emails will not be delivered if no recipient is configured.

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Configure Email Settings

To receive escalation notifications:

1. Go to your Domain
2. Navigate to Email Settings

3. Open the CC Rules tab
4. Add at least one recipient email
5. Click Add CC
6. Ensure the rule is set to Active

You may optionally add a label such as:

• Support
• Sales
• Finance

This affects where escalation emails are delivered.

It does not affect how the AI responds.

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Why This Matters

Bell Escalation sends an email notification to the configured recipients.

If no email is configured:

• The visitor can still click the bell
• The escalation is logged internally
• But no admin will be notified

Setting at least one active recipient ensures your team receives alerts in real time.

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What Visitors See

Inside the chat widget, visitors will see a bell icon next to the message input area.

When a visitor clicks the bell:

1. A dialog appears titled Contact Admin
2. The visitor enters a short reason
3. The visitor clicks Send

The visitor remains in the same conversation.

Nothing is reset or interrupted.

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What Happens After Submission

Once the request is submitted:

• An email notification is sent to configured recipients
• The conversation remains active
• AI continues responding unless an admin takes over

The notification email includes:

• Domain reference
• Chat room reference
• Timestamp
• Visitor’s reason
• Direct link to open the conversation

This allows immediate access without manual searching.

The email does not automatically respond to the visitor.

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What This Affects — and What It Does Not

Bell Escalation affects:

• Admin awareness of important conversations
• Notification workflow
• Human intervention timing

Bell Escalation does not:

• Automatically stop AI
• Close the conversation
• Send marketing emails
• Expose internal system information

It creates a structured signal for human review.

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Best Practices

• Always configure at least one active CC recipient
• Monitor escalation emails regularly
• Respond promptly to high-intent requests
• Use takeover for sensitive or sales-related cases

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Continue to Admin Take Over

Bell Escalation notifies your team.

The next step is understanding how to respond.

In the following section, you will learn how to take control of a conversation and switch from AI responses to direct human replies.

Continue to Admin Take Over.