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AI Assist

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Using Base Prompt instructions for escalation

The instructions below are for desktops and laptops only.

Use the Base Prompt to train your AI agent to escalate conversations to humans or other support channels when needed. This guide covers how to enable escalation, with sample prompt snippets you can use, and best practices for clear and reliable handovers.


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

Enable AI Assist’s escalation settings

  1. Open AI Assist’s settings for the property you want to update.

  2. Turn on When a visitor asks to speak to a human under Escalation.

  3. Choose the shortcut you want to run when escalation is requested.

Sample Base Prompt snippets

Remember to use plain language in your Base Prompt. Include short, predictable actions so the agent is consistent. Feel free to copy and adapt the following snippets:

Offer to escalate when unsure

- If you are not sure about the answer, include:

"Click the button below to speak to a human.

[option] Speak to a human"

The [option] text appears as a clickable suggested message. When the visitor clicks it, your escalation shortcut runs.

Disclose your AI agent’s limits and offer contact information

- If you don’t have the answer, reply:

"As AI support, I can help with general info. To reach one of our sales representatives for immediate assistance, please call 123-345-678."

Then finish with a helpful response to the visitor’s question.

This keeps expectations clear and gives visitors an immediate way to reach a human.

Ask visitors to email for more details

- If the visitor requests assistance with [technical topic], reply with:

"For technical issues, please contact our technical support team at support@example.com."

You can use your tawk.to forwarding email address so messages become tickets in your dashboard.
Direct visitors to a website for more information

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

Address visitors by name after they complete the Pre-Chat Form

- If the visitor submitted their name and email, reply:

"Hi [visitor_name]. One of our specialists will be with you shortly. If you'd like a callback instead, share your phone number below and we'll get in touch within one business day."

This creates a more personal handover and sets clear next steps.

Create a ticket when the answer doesn’t exist

- 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"

This creates the Create ticket button. When the visitor clicks it, your escalation shortcut will run.
In your Escalation settings, select the appropriate shortcut for When no response can be found from your data:
Remember to add the Ticket Form to your shortcut.
The above prompt creates the Create ticket button. When the visitor clicks it, your escalation settings will be activated.

How escalation works in live chat

  • Clicking an escalation option activates the shortcut you selected in Escalation settings.


  • If a human agent joins the live chat while AI Assist is active, AI Assist detects the human takeover and exits the conversation so your team can respond directly.

Best practices

  • Keep prompts short and explicit. Short, unambiguous instructions produce consistent behavior.

  • Test live. Try different prompts in real scenarios and refine the wording. Monitor how often escalations happen and whether they are routed correctly.

  • Use shortcuts and form elements. Use the Ticket Form or Lead Capture Form in shortcuts to collect the data you need during escalation.

  • Provide alternatives. When 24/7 human monitoring isn’t possible, have the Base Prompt direct visitors to email, phone, or specific web pages.

Additional considerations

  • Privacy & sensitive data
    Don’t instruct the agent to ask for or expose sensitive personal data unless you have a clear, compliant use case and appropriate protections.

  • Business hours
    If you offer phone or call-backs, state expected response times (for example, "within one business day") to set expectations.

  • Monitoring & iteration
    Escalation wording may change as your product, FAQs, or staffing change — review performance regularly and update prompts.

  • Plan limits
    Confirm your AI Assist plan includes escalation features before investing time in detailed configuration.

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

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