Escalate to human

Escalation lets an agent hand a conversation to a human operator when it cannot help, the user insists on a human, or the issue is high-stakes. When an agent escalates, KlicForge notifies the configured operators and surfaces the conversation in the Inbox, under Needs Attention in the dashboard, where an operator can take over and reply directly.

How it works

Escalation combines three things that are kept in lockstep: a tool the agent calls to escalate, a skill that tells the agent when to escalate, and per-agent configuration. Enabling escalation on an agent attaches the tool and skill automatically — you never wire them up by hand.

Enabling escalation

On the agent's Settings tab, in the Escalation section:

1. Turn on Enable escalation.
2. Select which team members are notified when an escalation happens. Defaults to whoever enables it.
3. Optionally choose a custom detection skill to override when the agent decides to escalate.

Creating an agent from a template that includes the handoff tool turns escalation on for you automatically — if your workspace is on a paid plan and you have a verified Telegram account. Otherwise it stays off, exactly as above, ready to enable by hand.

What happens at runtime

1. The agent decides to escalate and calls the escalation tool with a reason and an optional summary.
2. KlicForge notifies each configured operator — see notifications.
3. The conversation appears in the Inbox, where an operator can take over and reply to the user directly.
4. If nobody takes it over, the same operators get a follow-up reminder. Taking over, or a colleague doing so, clears it — you won't be reminded about a conversation someone already has.

An agent also escalates automatically if it hits its tool-iteration limit while escalation is enabled.

Requirements

• At least one notification channel must be configured so operators can receive the alert — see notifications.
• At least one operator must be selected, or escalation cannot be dispatched.
• Delivery to each operator is independent — if one operator's channel fails, the others still receive the alert.

Related pages

• KlicForge Inbox — where operators pick up an escalated conversation
• Channels
• Notifications