Use base prompt instructions for escalation

Want your AI Assist agent to know exactly when (and how) to hand things over to a human? In this video, we’ll walk you through how to craft Base Prompts that guide AI Assist during escalations — ensuring seamless transitions between AI and your live team. Learn how to: • Write clear fallback instructions using Base Prompts • Trigger human escalations with buttons like [option] Speak to a human • Add fallback shortcuts for ticket creation • Direct visitors to other support channels when agents are offline Perfect for support teams that want AI to handle more — while keeping every conversation on-brand, accurate, and human when it matters most.