What happens when no human is available on escalation?

If no human is available on escalation, the system handles it gracefully per policy — for example queuing the conversation, offering a callback, or having the AI continue within its limits — rather than dropping the customer. The point is that escalation doesn't dead- end when staff are busy or offline; there's a defined fallback so the customer is acknowledged and a path…

If no human is available on escalation, the system handles it gracefully per policy — for example queuing the conversation, offering a callback, or having the AI continue within its limits — rather than dropping the customer. The point is that escalation doesn't dead- end when staff are busy or offline; there's a defined fallback so the customer is acknowledged and a path forward exists. The exact behaviour is configurable to the business's support model.