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Ticket Forwarding

Ticket Forwarding placeholder

Ticket Forwarding ensures users can reach human support when AI resolution is insufficient.

When to use this tool​

  • High-friction support requests
  • Policy-sensitive escalations
  • Low-confidence AI responses

Configuration​

  • Select escalation channel (email, Slack, Zendesk, etc.)
  • Provide channel credentials/webhook details
  • Set fallback message and optional contact info

Ticket Forwarding config placeholder

Example usage​

User prompt:

I still need help from a human.

Expected behavior:

  • Triggers selected escalation channel
  • Returns clear fallback confirmation to user
  • Preserves issue context for support team

Ticket Forwarding example placeholder

Validation checklist​

  • Confirm tool is attached to correct Subagent
  • Test both success and failure path in Preview
  • Verify deployed behavior in Interact for real user phrasing

Common issues​

  • Broken webhook or invalid token blocks escalation
  • No fallback message causes poor user experience

Best practices​

  • Define escalation thresholds in prompt
  • Test each channel end-to-end before deployment