Hand-off, escalation and follow-ups
#Escalation rules
Open Danny AI → Settings → Escalation Rules.
| Setting | What it does |
|---|---|
| Confidence Threshold (%) | The AI rates how sure it is of each answer. Below this value it sends a short "connecting you with our team" message, stops replying, and the chat goes back to the team member who gave it to the AI. |
| Human takeover window (seconds) | After writing a reply, the AI waits this long before sending, so a team member watching the chat can start typing and take over first. Any value from 1 to 45 seconds; the default is 25. |
Shorter takeover windows mean faster replies for customers; longer ones give your team more time. If escalation is turned off for an agent, every reply is sent.
#When the AI hands over
The AI hands the chat to your team when:
- it isn't sure enough of the answer (below the confidence threshold)
- the customer asks to speak to a person
- the question is outside what the Business Brain covers
Handed-over chats are listed under Handoffs in Danny AI and appear in the Team Inbox for your team.
Add Escalation instructions to the Business Brain's Style section too, for example "Hand over any complaint about a delivered order."
#Follow-ups
Open Danny AI → Settings → Follow-ups and turn on Follow up when the customer goes quiet.
If the AI sent the last message and the customer hasn't replied after the time you set (Wait this long before following up, in minutes), the AI writes a short, friendly nudge based on that exact conversation, such as "Still there? Happy to help with the plan whenever you're ready." You can choose to Only send during the day.
Follow-ups only work while the agent is in Autonomous mode, and only inside WhatsApp's 24-hour window. For follow-ups after that, use a flow with an approved template.