What happens with sensitive topics in the chat?

For sensitive topics such as a complaint or legal and medical questions, the assistant is meant to escalate deliberately to a human instead of advising itself. Beyond that, it hands over to a staff member at any time, live, by email or, in the Custom package, via ticket, with the full conversation context.

This keeps responsibility where it belongs, and the visitor is not left alone with a delicate piece of information. How this handover is set up is shown on the support assistant page.

The handover is not a text snippet but a built-in tool. The assistant shows it as an operation in the transcript, the case gets a state, and a log line is created before execution. On hard topics an output check applies as well: flagged answers do not go out but are recorded as an abstention. In the evaluation, escalations stand separately from the self-resolved conversations, so that both numbers stay visible.

How often this happens can be seen in conversation analytics: escalations, abstentions, the share of hard topics and a metric for visible frustration in the conversation stand as separate cards. These values are counted and not estimated; if a card lacks a data basis, it stays without a number and names the reason. The cases in which the assistant handed over usually also show where something is still missing from the knowledge base.