Live escalation

Hand off when the situation demands it

Teams open a thread in the console, see whether agent or human mode applies and reply without leaving Guidia.

Takeover in console

A takeover control switches the thread to human mode for your organisation. Subsequent messages post as operator replies while preserving continuity for the visitor.

Visible modes

Conversation lists surface agent-led, human-led or transitional states so supervisors scan workloads quickly.

Notifications

Tenant settings can email internal recipients when a visitor escalates or when the agent raises a hand-off. You maintain recipient lists directly in configuration.