A graceful pass to your team.
Configured low-confidence and human-request rules can escalate a ticket to staff. Sensitive-topic rules can flag it for review, and staff can continue the same ticket in Discord or the dashboard.
Keep the conversation together. Give staff the available context.
One thread, two surfaces. Atlas can assist first, and staff can continue the same ticket from Discord or the dashboard.
What actually happens when Atlas steps aside.
Atlas decides
Configured low confidence or a detected request for a human can escalate the ticket; a sensitive-topic match can flag it for staff review.
Your rules pick the team
Enterprise auto-routing can move matching tickets to a category or queue. Rules are evaluated by priority, with a configurable fallback when none match.
Context comes with it
The retained thread, AI attempt, and internal notes available on the ticket remain visible to staff who can access it.
The user stays in the same ticket
Staff responses continue in the original Discord conversation; the customer does not need a separate support surface.
You decide where the line is.
Enterprise auto-routing evaluates rules by priority. A match can move a ticket to a category or queue, and you choose the fallback when no rule matches.
- Message contains "chargeback" or "fraud"Route to senior support
- Customer writes in GermanRoute to German-speaking staff
- Sentiment looks angry or frustratedRoute to a senior agent with the AI draft attached
- Urgency tagged high or criticalRoute to on-call
- Customer asks for a humanHand off immediately, no AI attempt