Source
Ticketing, queues & SLA — found from sitemap — Crisp
Checked for Crisp on 1 Oct 2026
- Page
- https://help.crisp.chat/en/article/how-to-configure-escalation-with-hugo-ai-agent-sqbm34/
- Checked
- 1 Oct 2026, 11:31 UTC
- How we may use it
- Public page, crawling permitted
Technical details
- type
- page
- http status
- 200
- content hash
- sha256:b00acb8f18999d38680e8901f787c817a86d80648321027847e973afafd829f1
- permission
- robots_ok
- screenshot
- Screenshot on file (internal exhibit, not published)
Cited by
Facts read from this source
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Hugo autonomous conversations Report an error
“Built to autonomously handle a large share of incoming conversations, Hugo can also perform real actions through your integrations, such as checking account details, tracking orders, or issuing refunds, always within the rules you define.”
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Automated inbox routing Report an error
“Whenever Hugo is handling a conversation, he will route that conversation into a dedicated "Automated" inbox.”
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Escalation methods Report an error
“There are 3 ways conversations can be escalated from Hugo to a human agent: Automated escalation → By enabling setting allowing Hugo to automatically escalate conversations when he doesn't have the answer or the user requests a human Situational escalation → By describing situations in which Hugo should directly hand over the conversation to agents Manual escalation → By proactively interrupting Hugo and take over a conversation”
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Auto escalation settings Report an error
“You will find these options in AI Agent → Agent → Settings → Auto-Escalation Offer human when Hugo can't find an answer Automatically escalate when the user is frustrated or asks for a human”
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Office hours on escalation Report an error
“You can also make Hugo aware of your office hours when escalating, by configuring them inside of AI Agent → Agent → Activation → Office-Hours. When enabled, Hugo will let your customers know when to expect an answer.”
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Situational routing rules Report an error
“You can also head to AI Agent → Guidance → Routing* to create routing rules, in order to automatically hand the conversation over to your agents in certain situations.”
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Manual takeover Report an error
“If you reply to a conversation actively being handled by Hugo, he will interrupt himself and route that conversation to your human-dedicated inboxes, where you can directly continue the conversation yourself.”
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Escalation workflow trigger Report an error
“Inside of AI Agent → Guidance → Routing, you will find a native "Escalation rule" native option, where you can select the action Hugo should perform whenever the conversation must be escalated”
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Workflow actions Report an error
“Perform various automations and actions (webhooks, send a message, mentions, add segments...)”