{"id":140155,"date":"2026-05-04T09:53:26","date_gmt":"2026-05-04T09:53:26","guid":{"rendered":"https:\/\/www.tawk.to\/?page_id=140155"},"modified":"2026-05-20T07:52:17","modified_gmt":"2026-05-20T07:52:17","slug":"ai-assist-automation-escalation-human-handoff","status":"publish","type":"page","link":"https:\/\/www.tawk.to\/academy\/tawk-to\/ai-assist-automation-escalation-human-handoff\/","title":{"rendered":"AI Assist: Automation, Escalation &#038; Human Handoff"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"140155\" class=\"elementor elementor-140155\" data-elementor-settings=\"{&quot;ha_cmc_init_switcher&quot;:&quot;no&quot;}\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-8c2284b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8c2284b\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d763f92\" data-id=\"d763f92\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a89f68a elementor-widget elementor-widget-heading\" data-id=\"a89f68a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">AI Assist: Automation, Escalation &amp; Human Handoff<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-da1a31a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"da1a31a\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-0d9ffa2\" data-id=\"0d9ffa2\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9329406 elementor-icon-list--layout-inline elementor-align-start elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"9329406\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items elementor-inline-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.tawk.to\/academy\/tawk-to\/\">\n\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\"><span style=\"color:#23A455\"> tawk.to Academy<\/span><\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-angle-right\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">AI Assist: Automation, Escalation &amp; Human Handoff<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-db2c849 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"db2c849\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7ed83c1\" data-id=\"7ed83c1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c88531b elementor-widget elementor-widget-shortcode\" data-id=\"c88531b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\">\r\n<div class=\"jno-live-search\"\r\n\tdata-post-type=\"tawk_to_academy\"\r\n\tdata-taxonomy=\"academy_type\"\r\n\tdata-limit=\"500\"\r\n\tdata-term-id=\"281\"\r\n\tdata-has-term-filter=\"1\"\r\n\tdata-force-empty-results=\"0\">\r\n\r\n\t<div class=\"jno-live-search__mobile-actions\">\r\n\t\t<button\r\n\t\t\ttype=\"button\"\r\n\t\t\tclass=\"jno-live-search__mobile-toggle\"\r\n\t\t\taria-expanded=\"false\"\r\n\t\t\taria-controls=\"jno-live-search-panel-1\"\r\n\t\t>\r\n\t\t\t<span class=\"jno-live-search__mobile-toggle-label\">Browse Videos<\/span>\r\n\t\t\t<span class=\"jno-live-search__mobile-toggle-icon\" aria-hidden=\"true\">\r\n\t\t\t\t<svg class=\"jno-live-search__mobile-toggle-icon-search\" viewBox=\"0 0 24 24\" focusable=\"false\">\r\n\t\t\t\t\t<circle cx=\"11\" cy=\"11\" r=\"6.5\"><\/circle>\r\n\t\t\t\t\t<path d=\"M16 16L21 21\"><\/path>\r\n\t\t\t\t<\/svg>\r\n\t\t\t\t<svg class=\"jno-live-search__mobile-toggle-icon-close\" viewBox=\"0 0 24 24\" focusable=\"false\">\r\n\t\t\t\t\t<path d=\"M6 6L18 18\"><\/path>\r\n\t\t\t\t\t<path d=\"M18 6L6 18\"><\/path>\r\n\t\t\t\t<\/svg>\r\n\t\t\t<\/span>\r\n\t\t<\/button>\r\n\t<\/div>\r\n\r\n\t<button type=\"button\" class=\"jno-live-search__mobile-overlay\" aria-label=\"Close search panel\"><\/button>\r\n\r\n\t<div class=\"jno-live-search__left\" id=\"jno-live-search-panel-1\">\r\n\t\t<div class=\"jno-live-search__search\">\r\n\t\t\t<div class=\"jno-live-search__mobile-panel-header\">\r\n\t\t\t\t<div class=\"jno-live-search__mobile-panel-title\">Browse Videos<\/div>\r\n\t\t\t\t<button type=\"button\" class=\"jno-live-search__mobile-close\" aria-label=\"Close search panel\">Close<\/button>\r\n\t\t\t<\/div>\r\n\r\n\t\t\t<input\r\n\t\t\t\ttype=\"text\"\r\n\t\t\t\tclass=\"jno-live-search__input\"\r\n\t\t\t\tplaceholder=\"Search videos...\"\r\n\t\t\t\tautocomplete=\"off\"\r\n\t\t\t\/>\r\n\t\t<\/div>\r\n\r\n\t\t<div class=\"jno-live-search__results\">\r\n\t\t\t\t<div class=\"jno-accordion is-open is-active-category\" >\r\n\t\t<button type=\"button\" class=\"jno-accordion__header\">\r\n\t\t\t<span class=\"jno-accordion__title-wrap\">\r\n\t\t\t\t<span class=\"jno-accordion__title\">AI Assist: Automation, Escalation &amp; Human Handoff<\/span>\r\n\t\t\t\t<span class=\"jno-accordion__count\">(10 videos)<\/span>\r\n\t\t\t<\/span>\r\n\t\t\t<span class=\"jno-accordion__icon\">-<\/span>\r\n\t\t<\/button>\r\n\r\n\t\t<div class=\"jno-accordion__body\" >\r\n\t\t\t\t\t\t\t<div class=\"jno-group-posts\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jno-live-search__item is-active\" data-post-id=\"139967\">\r\n\t\t\t\t\t\t\t<button type=\"button\" class=\"jno-live-search__title\">\r\n\t\t\t\t\t\t\t\t Can we add instructions to the base prompt?\t\t\t\t\t\t\t<\/button>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jno-live-search__item \" data-post-id=\"139863\">\r\n\t\t\t\t\t\t\t<button type=\"button\" class=\"jno-live-search__title\">\r\n\t\t\t\t\t\t\t\tAgent unavailable when AI transfers to human\t\t\t\t\t\t\t<\/button>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jno-live-search__item \" data-post-id=\"140040\">\r\n\t\t\t\t\t\t\t<button type=\"button\" class=\"jno-live-search__title\">\r\n\t\t\t\t\t\t\t\tAlways notify human agents of new chats\t\t\t\t\t\t\t<\/button>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jno-live-search__item \" data-post-id=\"140000\">\r\n\t\t\t\t\t\t\t<button type=\"button\" class=\"jno-live-search__title\">\r\n\t\t\t\t\t\t\t\tEscalate to a ticket when AI cannot respond\t\t\t\t\t\t\t<\/button>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jno-live-search__item \" data-post-id=\"140014\">\r\n\t\t\t\t\t\t\t<button type=\"button\" class=\"jno-live-search__title\">\r\n\t\t\t\t\t\t\t\tEscalate to a ticket when no agent answers\t\t\t\t\t\t\t<\/button>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jno-live-search__item \" data-post-id=\"140023\">\r\n\t\t\t\t\t\t\t<button type=\"button\" class=\"jno-live-search__title\">\r\n\t\t\t\t\t\t\t\tHow to assign an AI agent to manage your tickets\t\t\t\t\t\t\t<\/button>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jno-live-search__item \" data-post-id=\"139864\">\r\n\t\t\t\t\t\t\t<button type=\"button\" class=\"jno-live-search__title\">\r\n\t\t\t\t\t\t\t\tHow to create AI automated sequence\t\t\t\t\t\t\t<\/button>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jno-live-search__item \" data-post-id=\"139976\">\r\n\t\t\t\t\t\t\t<button type=\"button\" class=\"jno-live-search__title\">\r\n\t\t\t\t\t\t\t\tHow to set up escalations\t\t\t\t\t\t\t<\/button>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jno-live-search__item \" data-post-id=\"139846\">\r\n\t\t\t\t\t\t\t<button type=\"button\" class=\"jno-live-search__title\">\r\n\t\t\t\t\t\t\t\tHow to transfer your chat to human\t\t\t\t\t\t\t<\/button>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"jno-live-search__item \" data-post-id=\"140018\">\r\n\t\t\t\t\t\t\t<button type=\"button\" class=\"jno-live-search__title\">\r\n\t\t\t\t\t\t\t\tUse base prompt instructions for escalation\t\t\t\t\t\t\t<\/button>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\r\n\t\t\t\t\t<\/div>\r\n\t<\/div>\r\n\t\t\t<\/div>\r\n\t<\/div>\r\n\r\n\t<div class=\"jno-live-search__right\">\r\n\t\t<div class=\"jno-live-search__content\">\r\n\t\t\t\r\n<div class=\"jno-live-search__detail\">\r\n\t\t\t<h2 class=\"jno-live-search__detail-title\"> Can we add instructions to the base prompt?<\/h2>\r\n\t\r\n\t\t\t<div class=\"jno-live-search__detail-video\">\r\n\t\t\t<div class=\"jno-video-wrap has-preview \">\r\n\t\t\t\t\t\t\t\t\t<button\r\n\t\t\t\t\t\ttype=\"button\"\r\n\t\t\t\t\t\tclass=\"jno-video-poster jno-video-poster--playable\"\r\n\t\t\t\t\t\taria-label=\"Play video\"\r\n\t\t\t\t\t>\r\n\t\t\t\t\t\t<img\r\n\t\t\t\t\t\t\tclass=\"jno-video-poster__image\"\r\n\t\t\t\t\t\t\tsrc=\"https:\/\/www.tawk.to\/wp-content\/uploads\/2024\/11\/Can-we-add-instructions-to-the-base-prompt-1024x576.png\"\r\n\t\t\t\t\t\t\talt=\" Can we add instructions to the base prompt?\"\r\n\t\t\t\t\t\t\/>\r\n\t\t\t\t\t\t<span class=\"jno-video-poster__play\" aria-hidden=\"true\">\r\n\t\t\t\t\t\t\t<svg viewBox=\"0 0 68 48\" focusable=\"false\">\r\n\t\t\t\t\t\t\t\t<path d=\"M66.52 7.74a8 8 0 0 0-5.64-5.66C55.9.75 34 .75 34 .75s-21.9 0-26.88 1.33A8 8 0 0 0 1.48 7.74 83.3 83.3 0 0 0 .14 24a83.3 83.3 0 0 0 1.34 16.26 8 8 0 0 0 5.64 5.66C12.1 47.25 34 47.25 34 47.25s21.9 0 26.88-1.33a8 8 0 0 0 5.64-5.66A83.3 83.3 0 0 0 67.86 24a83.3 83.3 0 0 0-1.34-16.26Z\" \/>\r\n\t\t\t\t\t\t\t\t<path d=\"m27 34 18-10-18-10Z\" \/>\r\n\t\t\t\t\t\t\t<\/svg>\r\n\t\t\t\t\t\t<\/span>\r\n\t\t\t\t\t<\/button>\r\n\t\t\t\t\r\n\t\t\t\t\t\t\t\t\t<iframe\r\n\t\t\t\t\t\tclass=\"jno-video-iframe\"\r\n\t\t\t\t\t\t\t\t\t\t\t\t\tdata-src=\"https:\/\/www.youtube.com\/embed\/9HV7MvpYlo0\"\r\n\t\t\t\t\t\t\t\t\t\t\t\ttitle=\" Can we add instructions to the base prompt?\"\r\n\t\t\t\t\t\tframeborder=\"0\"\r\n\t\t\t\t\t\tallow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\"\r\n\t\t\t\t\t\tallowfullscreen\r\n\t\t\t\t\t><\/iframe>\r\n\t\t\t\t\t\t\t<\/div>\r\n\t\t<\/div>\r\n\t\r\n\t\t\t<div class=\"jno-live-search__detail-tags\" aria-label=\"Categories\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t<a\r\n\t\t\t\t\t\tclass=\"jno-live-search__detail-tag\"\r\n\t\t\t\t\t\thref=\"https:\/\/www.tawk.to\/academy\/tawk-to\/ai-assist-automation-escalation-human-handoff\/\"\r\n\t\t\t\t\t\ttarget=\"_blank\"\r\n\t\t\t\t\t\trel=\"noopener noreferrer\"\r\n\t\t\t\t\t>\r\n\t\t\t\t\t\t<span class=\"jno-live-search__detail-tag-icon\" aria-hidden=\"true\">\r\n\t\t\t\t\t\t\t<svg viewBox=\"0 0 24 24\" focusable=\"false\">\r\n\t\t\t\t\t\t\t\t<path d=\"M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07L11 6\"><\/path>\r\n\t\t\t\t\t\t\t\t<path d=\"M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 1 0 7.07 7.07L13 18\"><\/path>\r\n\t\t\t\t\t\t\t<\/svg>\r\n\t\t\t\t\t\t<\/span>\r\n\t\t\t\t\t\t<span class=\"jno-live-search__detail-tag-label\">AI Assist: Automation, Escalation &amp; Human Handoff<\/span>\r\n\t\t\t\t\t<\/a>\r\n\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\r\n\t\t\t<div class=\"jno-live-search__detail-description\">\r\n\t\t\t<p>\ud83e\udd14 Can You Add Instructions to the Base Prompt in tawk.to AI Assist?<\/p>\n<p>Learn how to customise the base prompt of your tawk.to AI Assist chatbot to include specific instructions. Discover how tailoring the base prompt can optimise responses, align the chatbot\u2019s tone with your brand, and deliver a more personalised customer experience.<\/p>\n\t\t<\/div>\r\n\t\r\n\t\t\t<div class=\"jno-live-search__post-link\">\r\n\t\t\t<div class=\"jno-live-search__post-link-toast\" role=\"status\" aria-live=\"polite\" aria-hidden=\"true\">\r\n\t\t\t\tLink copied successfully\r\n\t\t\t<\/div>\r\n\r\n\t\t\t<div class=\"jno-live-search__post-link-row\">\r\n\t\t\t\t<button\r\n\t\t\t\t\ttype=\"button\"\r\n\t\t\t\t\tclass=\"jno-live-search__post-link-url\"\r\n\t\t\t\t\tdata-copy-url=\"https:\/\/www.tawk.to\/tawk_to_academy\/can-we-add-instructions-to-the-base-prompt\/\"\r\n\t\t\t\t\ttitle=\"Click to copy link\"\r\n\t\t\t\t\taria-label=\"Copy post link\"\r\n\t\t\t\t>\r\n\t\t\t\t\thttps:\/\/www.tawk.to\/tawk_to_academy\/can-we-add-instructions-to-the-base-prompt\/\t\t\t\t<\/button>\r\n\r\n\t\t\t\t<a\r\n\t\t\t\t\tclass=\"jno-live-search__post-link-button\"\r\n\t\t\t\t\thref=\"https:\/\/www.tawk.to\/tawk_to_academy\/can-we-add-instructions-to-the-base-prompt\/\"\r\n\t\t\t\t\ttarget=\"_blank\"\r\n\t\t\t\t\trel=\"noopener noreferrer\"\r\n\t\t\t\t\taria-label=\"Open post in a new tab\"\r\n\t\t\t\t>\r\n\t\t\t\t\t<svg viewBox=\"0 0 24 24\" aria-hidden=\"true\" focusable=\"false\">\r\n\t\t\t\t\t\t<path d=\"M14 4h6v6\" \/>\r\n\t\t\t\t\t\t<path d=\"M20 4l-8 8\" \/>\r\n\t\t\t\t\t\t<path d=\"M20 13v3a4 4 0 0 1-4 4H8a4 4 0 0 1-4-4V8a4 4 0 0 1 4-4h3\" \/>\r\n\t\t\t\t\t<\/svg>\r\n\t\t\t\t<\/a>\r\n\t\t\t<\/div>\r\n\t\t<\/div>\r\n\t<\/div>\r\n\t\t<\/div>\r\n\t<\/div>\r\n<\/div>\r\n<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>AI Assist: Automation, Escalation &amp; Human Handoff tawk.to Academy AI Assist: Automation, Escalation &amp; Human Handoff<\/p>\n","protected":false},"author":38,"featured_media":0,"parent":140149,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-140155","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/pages\/140155","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/users\/38"}],"replies":[{"embeddable":true,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/comments?post=140155"}],"version-history":[{"count":4,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/pages\/140155\/revisions"}],"predecessor-version":[{"id":140160,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/pages\/140155\/revisions\/140160"}],"up":[{"embeddable":true,"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/pages\/140149"}],"wp:attachment":[{"href":"https:\/\/www.tawk.to\/wp-json\/wp\/v2\/media?parent=140155"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}