# Escalation

> What happens when the agent hands a conversation to a human — the yellow note, the silent agent, and how to pick it up.

Unifunl.io Support help-center article in Inbox. Language: en. Updated: 2026-08-20. Every help-center page has a Markdown twin — append `.md` to its URL — and an `llms.txt` that covers it and everything under it — append `/llms.txt`.

## This article

- [Escalation (Markdown)](https://support.unifunl.io/en/help/inbox/escalation.md): the full article text, ready to read
- [Escalation (page)](https://support.unifunl.io/en/help/inbox/escalation): the rendered page

## Sections

- [Why a conversation escalates](https://support.unifunl.io/en/help/inbox/escalation#why-a-conversation-escalates)
- [Pick up an escalated conversation](https://support.unifunl.io/en/help/inbox/escalation#pick-up-an-escalated-conversation)
- [Review escalations weekly](https://support.unifunl.io/en/help/inbox/escalation#review-escalations-weekly)
- [FAQ and troubleshooting](https://support.unifunl.io/en/help/inbox/escalation#faq-and-troubleshooting)
- [What's next?](https://support.unifunl.io/en/help/inbox/escalation#what-s-next)

## Related articles

- [AI Autopilot](https://support.unifunl.io/en/help/inbox/ai-autopilot.md): Let the agent answer on its own, and take back a single conversation without stopping it everywhere else.
- [Tickets list](https://support.unifunl.io/en/help/support-tickets/tickets-list.md): Every customer problem becomes a ticket, categorised automatically — see how the queue is organised and how the team works it.
- [Flagging a bad reply](https://support.unifunl.io/en/help/inbox/flagging-a-reply.md): Report an incorrect answer from the agent in one click — it alerts your team and feeds back into improving the agent.

## Optional

- [Inbox](https://support.unifunl.io/en/help/inbox/llms.txt): every article in this category
- [Help Center](https://support.unifunl.io/en/help/llms.txt): the whole help center