Trilox icon

Trilox

Interact with Trilox API for conversation management and human handover

Actions3

Conversation → Escalate to Human

AI-generated

Summary

Escalate a specific conversation to a human agent within a selected Trilox app, optionally providing a reason to help the human agent understand the context.

Inputs

  • App (required) — Select the Trilox app (chat inbox) where the conversation exists. Apps are loaded from your project associated with the API key.
  • Chat ID (required) — Provide the unique identifier of the conversation to escalate.
  • Escalation Reason — Optionally include a reason for escalation to inform the human agent about the context.

Output shape

a single JSON object representing the response from the Trilox API about the escalation action

Returns the API response data directly including confirmation or details of the escalation. If the 'reason' is provided, it is sent in the request body; otherwise, it is omitted.

Examples

Example 1: Escalate a customer chat to a human when a bot cannot handle the inquiry

Provide the app ID and chat ID of the conversation to escalate, optionally specifying the reason (e.g., 'Need human assistance with billing inquiry').

Example 2: Escalate without providing a reason

Only the app ID and chat ID are required; the escalation will proceed without contextual explanation.

Links

Discussion