Customizable escalation messages in AI Journeys

Business problem

Currently, when a conversation is escalated to a human agent within AI Journeys, there is no configurable message to inform the customer about next steps or expected response times. This lack of customization prevents teams from setting proper expectations and maintaining a consistent brand voice during the handover from AI to a human.

Wished result

The ability to customize and configure the escalation message within AI Journeys, providing more control over the transition mechanics and the information shared with the customer during an agent handover.