Built-In Escalation Alerts for AI Text Agents

All AI Text Agents can now escalate a conversation to your team — outside of conditional tools. When an agent runs into a situation it isn't equipped to handle — a hostile contact, a legal or safety concern, an explicit request for a human, or something outside its instructions — it can decide to flag the conversation and alert your team with a specific reason explaining why.
What you'll notice starting today:
Account admins will receive escalation alerts (in-app and email) by default. If you see one, that's an agent asking a human to take a look.
Escalated conversations show an "Escalated" badge on the Conversations page. Hover or tap it to see the AI's reason, and click Resolve once you've handled it. Replying to the contact manually also "resolves" it automatically.
Important: an escalation is an alert, not a handoff. The agent keeps working the conversation — answering questions, qualifying, booking, whatever it's configured to do — while your team is looped in. 
Escalation Alerts are not a replacement for conditional tools & agent instructions. They are simply a safety net so you can be aware of situations your agents run into in conversations.
What you can configure (Settings > Text AI > Escalation Alerts):
Who gets alerted — choose specific admins/staff, set email and/or SMS per person, and optionally alert the contact's assigned owner
Turn it off entirely — possible, but not recommended;
Two-strike hand-off (optional, off by default) — if an escalation goes unresolved and the agent has to escalate a second time, it sends a final hand-off message and stops responding for that contact
Getting too many alerts? That clues you in on what your agents need. Each escalation reason points at a scenario your agent is not equipped for, but can be
 — add instructions or a Conditional Tool with the right actions for it, and the agent will handle it definitively (and quietly) next time. Escalations should get rarer as your agents get sharper.
Full details in the help article: The Built-In Escalation Tool
 (Help Center > AI Text Agents).