Current State:

Currently , escalation flow only can be set within intent configuration. However , there are scenario where if customer query is responded by AI Answers , customer still need help , hence they prefer to escalate to create a ticket , which currently it is not available

Proposed Future State:

Provide option for customer to create ticket/escalate after getting answers from AI . This option should be provided outside the intent configuration.

Alternative (e.g. Third Party Plugin):

No workaround