Silent handover for Journey escalations

Business problem

When a Journey escalates to a human agent, the system automatically sends a predefined message to the customer. This lack of a "silent handover" option can create friction or frustration for customers who would benefit from a seamless transition to a professional agent without receiving an automated notification.

Wished result

The ability to suppress automated messages during Journey escalations, similar to the "silent handover" feature currently available in AI Helpmate. This would allow agents to pick up conversations and provide a professional, personalized response immediately without a preceding system message.