Smart Escalation
Every conversation reaches the right person — or the right fallback
The AI handles what it can. When a visitor needs a human, Receiveo checks who's online and routes instantly — no forms, no wait. If no one's available, the visitor leaves a message in one step. No dead ends.
Operators online? Instant queue.
When the AI detects a visitor needs a human, it checks operator presence in real time. If someone's online, the conversation goes straight to the "Needs attention" queue — zero friction for the visitor, no forms to fill.
Real-time presence detection
The system checks operator availability the moment escalation is triggered, ensuring visitors are routed based on current status.
Instant queue placement
Conversations land in the operator queue immediately — no intermediate steps, no forms, no delay.
Distinct notification sounds for operators
Operators hear a clear chime when a new conversation enters the queue, so nothing gets missed even when multitasking.
No one available? One message, no confusion.
If no operators are online, the visitor sees a simple leave-a-message form — name, email, and one message. No back-and-forth, no "I need help" followed by silence. Messages appear in a dedicated inbox, read-only, ready for follow-up.
Single-step form
Visitors fill out one form with name, email, and message. No multi-step flows, no repeated questions.
Dedicated messages inbox
Offline messages appear in their own section of the dashboard, separate from live conversations, so nothing gets buried.
Read/unread tracking
Each message is marked as read when an operator opens it, giving the team clear visibility into what still needs attention.
Automatic fallback when the queue stalls.
If a conversation enters the operator queue but no one picks it up within the configured timeout, the system automatically falls back to the leave-a-message form. Configurable per workspace — default 5 minutes. Visitors are never left hanging.
Configurable timeout
Set the queue timeout in minutes per workspace. The default is 5 minutes, adjustable to match your team's response expectations.
Automatic fallback
When the timeout expires, the visitor is seamlessly moved to the leave-a-message form without needing to start over.
No dead ends
Every escalation path resolves — either an operator picks up the conversation, or the visitor leaves a message for follow-up.
Built so no visitor gets stuck
Smart escalation handles the edge cases that break most support tools.
Zero dead ends
Every escalation resolves: either an operator picks it up, or the visitor leaves a message.
Two distinct sounds
Operators hear a chime for new queue items and a ping for replies. No missed conversations.
One setting to tune
Queue timeout in minutes. That's it. No complex routing rules.
FAQ
Smart escalation FAQs
What happens when the AI decides a visitor needs a human?
The AI checks if any operators are online. If yes, the conversation is placed in the operator queue instantly — no forms, no delay. If no operators are available, the visitor sees a leave-a-message form. Learn more
Can I disable the leave-a-message form?
Yes. Set the "No operator fallback" workspace setting to "AI fallback" and the AI will keep responding instead of showing the form. Learn more
Where do offline messages go?
They appear in a dedicated Messages page in your dashboard. Each message shows the visitor's name, email, and message body. Messages are marked as read when you open them. Learn more
How do operators know a conversation is waiting?
Two ways: a "Needs attention" badge in the sidebar, and a distinct chime sound that plays when a new conversation enters the queue. Replies on assigned conversations play a different, softer ping. Learn more
Launch a conversation layer your whole GTM team can use.
Unify grounded AI, web and WhatsApp coverage, and conversation analytics without stitching together separate tools.