Integrations and escalation

AskAnyDocs includes escalation workflows for questions the bot cannot answer confidently, quota-related escalation, and support handoff situations. Integrations let those escalations reach the tools your team already uses.

What triggers escalation

An escalation can happen when the assistant cannot answer from the indexed knowledge base, when the model returns an empty response, or when message quota is exhausted. In those cases the widget tells the visitor that the message is being forwarded to support if an integration is active.

The current supported integration event is:

chat.escalation

This event includes the bot, conversation, message, escalation reason, and available user metadata.

Integration availability

The table below lists only integrations that are visible in the product: active integrations and integrations marked as Coming soon. Hidden integrations are intentionally not listed in public docs.

Availability can also depend on your plan. If an integration is marked as Coming soon, do not plan a production workflow around it until it appears as available in your bot's Integrations page.

Webhooks

Use webhooks when you want to send escalation data to your own backend, workflow automation, or an integration platform. A webhook integration stores a destination URL, optional secret, and the events it should receive.

Webhooks are useful for:

• routing escalations into an internal support queue
• enriching events with account data
• creating custom notifications
• sending data to a data warehouse or internal workflow

The webhook payload includes conversation and message data plus user metadata when available.

Notification integrations

Notification integrations send escalation alerts to a team channel or inbox. Active providers are Telegram, Slack, Email, Discord, and Microsoft Teams.

Use notifications when you want a human to see unanswered questions quickly but do not need a formal ticketing workflow.

Helpdesk integrations

Helpdesk integrations create support tickets when escalation happens. Active providers are Zendesk, Freshdesk, and HelpScout.

Helpdesk tickets work best when the widget has a user email. If you embed the widget in a logged-in product, pass user data with window.AskAnyDocsUser. If no email is present, the widget can ask the visitor for an email during escalation.

See Pass user data to the widget for the exact embed format.

Live chat handoff

Live chat integrations help transfer a visitor from the AskAnyDocs assistant to your live chat tool. Crisp and Tawk.to are active now. LiveChat is marked as Coming soon.

Use live chat when your team wants to continue the conversation in real time after the bot cannot answer. The widget can identify the visitor for supported providers when user metadata is available.

Fallback links

Even if you do not configure an integration, set a widget fallback link. A fallback can point to a support email, contact form, helpdesk portal, or live chat page. This gives visitors a clear next step when the bot cannot answer.

Recommended setup

For a production website, configure at least one active path for escalations:

1. Add a fallback link in widget settings.
2. Pass user data if the visitor is logged in.
3. Add a notification or helpdesk integration for support visibility.
4. Use a webhook if your team needs custom routing.
5. Test with a question that the bot cannot answer from the knowledge base.

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