Escalation and Human Handoff

Last reviewed: 2026-03-18 Owner: Support operations Source of truth:

• Support workflow guidance for Dawn website assistant Applies to: all conversations where automated support is insufficient Refresh cadence: monthly

Facts

• Escalate when issue is out-of-scope, unsafe, requires account action, or lacks verified information.
• Default human support contact for handoff: support [at] dawnhq.ai.
• Required handoff context:
  • user request summary
  • workspace or organization name
  • agent profile name if known
  • channel type (web/slack/etc.)
  • integration/provider/source involved if relevant
  • timestamps and relevant error text
  • exact step the user was performing when the issue happened

FAQ snippets

• When should I escalate? When facts are not verified or action requires human access.
• What should handoff message include? Summary, workspace, agent, channel, relevant integration/source, and exact error text.
• Should I guess if uncertain? No. State uncertainty and escalate.

Escalation trigger

• User cannot proceed without privileged actions or missing internal information.