Human escalation

The co-pilot handles most questions, but sometimes users need a human. Human escalation adds a "Talk to Support" option that connects to your existing support tools with full conversation context.

When escalation happens

Complex edge cases that require human judgment
Billing disputes or account issues
Bugs that need engineering investigation
Users who prefer human interaction

The co-pilot can suggest escalation when a request is better handled by a human. Users can also click the support button in the sidebar at any time.

How it works

You add a button to the sidebar (next to the main co-pilot tab) like "Talk to Human" or "Schedule a Call." When a user clicks it, Pillar emits a sidebar:click event instead of opening the panel. Your code handles the event — open Intercom, launch Calendly, submit a ticket, or anything else.

Common examples:

Open Intercom — Call window.Intercom('showNewMessage') with conversation context
Schedule a call — Open a Calendly link or booking widget
Submit a ticket — POST to your ticketing system with the conversation attached
Open community — Redirect to your forum or Slack

Because your code handles the event, you can pass the full conversation history to your support tool. Support agents see what the user already tried, which avoids repetition.

Supported integrations

Intercom — Open an Intercom chat with pre-filled context
Zendesk — Launch the Zendesk widget or submit a ticket with conversation history
Freshdesk — Create a Freshdesk ticket with the user's question and AI responses included
Custom — Build your own support form that receives the conversation context

Gated support

You can conditionally show escalation options based on user attributes:

Show "Talk to Support" only for paying customers
Restrict certain support options to account admins
Show different options during and outside business hours

Next steps