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Using Base Prompt instructions for escalation

The instructions below are for desktops and laptops only.

You can use the Base Prompt to guide your AI agents in escalating customer inquiries to human agents when necessary.

By carefully crafting your prompts, you can ensure that escalations are handled efficiently and effectively, leading to improved customer satisfaction and reduced resolution times.

Note: Escalations are available with paid AI Assist plans only.

For the basics of modifying the Base Prompt, check out this guide:

Modifying the Base Prompt

Enable AI Assist’s escalation settings

In your AI Assist settings, enable When a visitor asks to speak to a human under Escalation, and select the appropriate shortcut:

Training your AI agent to offer escalation

Here’s a sample prompt you can use to get your AI agent to offer to escalate to a human agent:

- If you are not sure about the answer, include this in your response:

"Click the button below to speak to a human.

[option] Speak to a human”

“[option]” offers your visitor a suggested message in the form of a button. In the above example, your visitor will get a response with the suggested message “Speak to a human”.

When the visitor clicks the suggested message, your AI Assist escalation settings are activated.

Informing visitors of your AI agent’s limits

You can get your AI agent to disclose its limits to the visitor and offer the contact details of the relevant representative with the following prompt:

- If you don’t have the answer, reply with [call to action with phone number] followed by a response to their question.

For example:

- If you don’t have the answer, respond with "As AI support, I can assist you with general information. To reach one of our sales representatives for immediate assistance, please call 123-345-678." followed by a response to their question.

Asking visitors to email for more information

You can get your AI agent to ask the visitor to send an email with the following prompt:

- If the visitor requests assistance with [topic beyond AI agent’s scope], reply with [call to action with email address]

For example:

- If the visitor requests technical assistance, reply with:
“For technical issues, please contact our technical support team at email@example.com."

You can use your tawk.to forwarding email address, and your visitors’ emails will be forwarded to your dashboard as tickets.

Directing visitors to a website for more information

You can get your AI agent to direct the visitor to a website for more information with the following prompt:

- If the visitor asks about [topic beyond AI agent’s scope], reply with [call to action with URL]

For example:

- If the visitor asks about refunds, reply with
‘You can request a refund here: www.mysite.com/refunds.html”

Getting your AI agent to address the visitor by name

You can get your AI agent to respond accordingly when the visitor completes the Pre-Chat Form with the following prompt:

- If the visitor starts the chat by submitting a form, address the visitor by their name and say: [call to action].

For example:

- If the visitor starts the chat by submitting their name and email address, in response to this, address the visitor by their name and say: ''One of our specialists will be with you shortly. If you would prefer to set up a call back instead, share your phone number below and we will be in touch within a business day.''

Asking visitors to complete a form

You can ask the visitor to provide their details using a shortcut with a form element. In your Escalation settings, select the appropriate shortcut for When no response can be found from your data:

Add the Ticket Form element in your shortcut:

Here’s an example of the prompt:

- If you don't have the answer to the customer's question, reply with:

"I'm sorry, my information is limited. Would you like me to create a support ticket? Our expert support team will address your concerns immediately.

[option] Create ticket"

The above prompt creates the Create ticket button. When the visitor clicks it, your escalation settings will be activated.

When your human agents are actively monitoring chats, they can intervene swiftly. As soon as AI Assist detects a human takeover, it will gracefully exit the conversation, allowing your team to offer personalized assistance.

When real-time human monitoring isn't feasible, consider incorporating base prompts that direct users to alternative support options, such as email, phone calls, or specific URLs.

You can configure your AI agent to guide users towards forwarding their inquiries to a dedicated email address (e.g., email@example.com). This email can then be automatically routed to your tawk.to dashboard and converted into a new support ticket.

By following these guidelines, you can leverage AI Assist’s capabilities to manage customer interactions efficiently. This approach ensures inquiries are addressed promptly, even during off-hours, and visitors are directed to the appropriate support channels when necessary.

Remember, creating an effective Base Prompt is an ongoing process. Monitor your AI agent's performance and adjust your base prompt to optimize responses and deliver exceptional customer service.

Check out these guides for more ways to use the Base Prompt:

Using Base Prompt instructions for escalation

Using Base Prompt instructions for lead capture

Using Base Prompt to restrict AI Assist responses

Using Base Prompt to direct visitors to search result pages

If you need help customizing your base prompt and setting up AI Assist, contact us via live chat or schedule a call.

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