Email fallback escalation

Not every question can be answered on the spot, and the wrong move is to force one anyway. Wonderchat gives the agent a clean exit: when it can't answer confidently, it escalates by email with the full conversation attached, so a person can pick it up with everything they need.

If the answer isn't in your content, or the agent's confidence is too low, it captures the visitor's question and the conversation around it and routes it to the right inbox - instead of inventing an answer or leaving the person at a dead end. Whoever receives it sees exactly what was asked and what the agent already tried, so the reply is fast and informed rather than a round of "can you give me more detail?"

This matters most for teams without live agents on all day. The agent handles what it can in the moment, and everything else becomes a well-formed email your team can answer when they're back - nothing lost, nothing guessed.

It's the safety net that lets you run an agent confidently even outside business hours: worst case, a question becomes an email, not a wrong answer. It's part of a SOC 2 Type II certified, GDPR-compliant platform. Give the agent a way to say "I'll get this to someone" and mean it.