Configuring Timing Thresholds

Based on the complexity of the question and the customer's needs, the AI support agent can escalate a conversation to your human team when required.

Timing thresholds control when the Holding AI steps in — sending friendly follow-up messages if a team member takes too long to respond, so customers stay engaged and never feel ignored.

• Open your workflow
• Go to Timing Thresholds
• Configure:
• Assignee Threshold: Seconds to wait after human response when assigned to agent (default: 300 seconds / 5 minutes)
• Team Threshold: Seconds to wait when assigned to team (default: 100 seconds / ~1.7 minutes)
• Escalation Threshold: Seconds before escalating to supervisor (default: 1800 seconds / 30 minutes)
• Escalation Contact: Supervisor name for escalation notifications
• Escalation Message: Custom message for escalation notifications
• Click Save