What a chat turns into

Eskalerar allt den inte kan hantera till ett ärende, så att ingenting faller mellan stolarna.

The escalated ticket carries the conversation, so whoever picks it up reads what the visitor already asked and what the bot already told them — rather than starting with "how can I help?" to somebody who has explained themselves twice.

Finding them. Alla eskalerade chatbot-ärenden märks chatbot och escalation. Filter tickets on those tags to see everything the website produced, which is also the fastest way to spot the questions your knowledge base is missing.

Their urgency is a setting, not a guess: Prioritet för eskalerade ärenden — Låg through Brådskande. Website escalations are usually people waiting right now, so a higher priority than your email queue is normally right.

Read the escalations weekly. Each one is a question your public documentation did not answer. Turning the recurring ones into articles both reduces the queue and improves every future answer: Write a knowledge base article

⟦Insikter⟧ shows what visitors actually ask, including the conversations that ended without an answer — the gaps you would otherwise never hear about, because a visitor who does not get an answer simply leaves.

Keeping it from being abused. Under Gränser och säkerhet, Meddelanden per IP per timme and Eskaleringar per IP per timme cap what one visitor can do, so a bored person cannot generate two hundred tickets or burn your AI credits.

Handling the tickets works exactly as it does for any other ticket: Assign a ticket and set its status and priority