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Engagifii ALLY

Allow Members to Escalate Questions from AI to Real Staff Members

Engagifii ALLY™ is built to answer member questions quickly, but when a human touch is needed, it can step aside for your team. If your member isn’t getting what they need from the AI, they can escalate their question directly to a real person, all with one click from within the same chat. Admins and support staff can step in and help the member, all while maintaining full visibility and control across every member interaction.

Escalate to Human

Allow Members to Request Help from Real Staff

Allow Members to Request Help from Real Staff

When a member needs deeper help or context, they can request Live Help to escalate the conversation. A short form appears that allows them to add any extra details that will help the support team understand the issue. Once submitted, the request is clearly marked as Request Pending, and members can continue the conversation with the AI assistant while they wait. This makes it easy for staff to prioritize urgent needs and ensures members never feel left behind.

Allow Members to Request Help from Real Staff (2)

Staff Steps in to Chat Directly with the Member

Support staff can join the conversation at any point once the request is escalated. They see the full chat history, allowing them to respond with context and confidence. Staff messages are clearly labeled, and replies from the member continue in the same chat without switching platforms or losing progress. When the issue is resolved, the conversation can be marked as Resolved, keeping records clean and tasks closed.

Track Organization-Wide Engagement at a Glance-1

Track All Escalations from Start to Finish

Every escalated interaction is logged in the Escalations & Tasks tab, where admins can view pending, assigned, and completed tasks across all departments. Details include the member’s name, topic, assigned staff, timestamp, and status. 

Meanwhile, the Conversation History view shows all past chats, whether escalated, resolved, or still active, making it easier to monitor workloads and deliver timely help.

 

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