Support handoff & escalation

No AI answers everything. When the site assistant can't confidently answer a reader's question — or the reader simply wants to talk to a person — Doxbrix hands the conversation off to your support team, with all the context attached. The reader never hits a dead end, and your team never starts from "Hi, how can I help?"

When handoff happens

The assistant offers to escalate when:

• It can't find an answer in your docs and connected sources.
• It's not confident the answer it has is sufficient.
• The reader explicitly asks for a human ("talk to support", "contact a person").
• The reader is unsatisfied with the answer (thumbs-down or a follow-up that signals frustration).

The reader is never trapped in an AI loop — escalation is always one click away.

What gets passed along

The whole point of handoff is context. When a conversation escalates, your team receives:

• The reader's original question and the full conversation transcript.
• The pages the assistant consulted while trying to answer.
• The reader's identity (if authenticated) and audience.
• The page they were on when they asked.
• Metadata: locale, timestamp, and the reader's path through the site.

Your support agent opens the case already knowing what the reader wanted and what they'd already been told — no re-asking.

Handoff destinations

An escalation can open a ticket in the built-in help center, or in an external help desk you've connected.

Built-in support connectors

Doxbrix ships one-click connectors for popular help desks and ticketing systems. In Settings → Support, each appears as a tile — connect one and escalations create tickets there automatically, with the conversation and consulted pages attached.

You can set different destinations per space or per audience — for example, enterprise customers route to a priority queue.

Configuring handoff

Webhooks for custom routing

For full control, route escalations to a webhook and integrate with any system:

{
  "event": "assistant.escalation",
  "question": "How do I rotate my API key without downtime?",
  "transcript": [
    { "role": "user", "content": "How do I rotate my API key?" },
    { "role": "assistant", "content": "You can rotate keys in Settings → API keys…" },
    { "role": "user", "content": "But how do I avoid downtime during rotation?" }
  ],
  "consultedPages": ["/api-reference/authentication", "/guides/security/key-rotation"],
  "reader": { "id": "user_123", "email": "reader@customer.com", "audience": "enterprise" },
  "currentPage": "/api-reference/authentication",
  "locale": "en"
}

Use the webhook to create a ticket in your own system, page an on-call engineer, or trigger any custom workflow.

Closing the loop

Escalations are a goldmine for improving your docs. Every handoff is, by definition, a question your documentation didn't answer well. Doxbrix surfaces escalation reasons in analytics so you can:

• See which topics generate the most escalations.
• Identify the exact questions that triggered handoff.
• Prioritize new or improved pages to reduce future escalations.

Next steps