Forja
Escalates only when it matters
Four triggers: the customer asks for a human, the conversation has gone 3+ rounds unresolved, it's a complaint or billing issue, or it's a legal matter. Everything else, it handles on its own.
🙋 Superpower · Handoff that actually gets it right
It doesn't hand you everything, and it doesn't leave the customer shouting at a machine.
Regular bots have two modes: they interrupt you over every message, or they never let go of the conversation. Handoff escalates only when it matters — and knows how to step aside.
› included with Forja + · in your cloud, with your data
01 · Detects the moment02 · Creates the ticket03 · Alerts you04 · Steps aside
Takeover
60 min
the bot steps aside, then picks back up
Unresolved rounds
3+
and it escalates on its own
When it escalates
Ticket
with the exact reason
// escalation rules exactly as they live in the code
How it works
01
02
03
04
It escalates the way your best employee would.
It knows when to call you, shows up with full context — and knows when to step back into its place.
Ticket + instant alert
When it escalates, it creates a ticket with the exact reason and alerts you by Telegram or email — and by WhatsApp with Forja +. You show up already knowing what happened.
You respond, the bot steps aside
You reply from the panel and the bot steps aside for 60 minutes. When that's over, it picks back up with a note on what happened — no repeated questions, no stepping on your conversation.
From your own WhatsApp too
If you jump in directly from your own WhatsApp, the bot detects it and pauses on its own. The conversation is always yours first.
The example
“I want to talk to a person.”
The bot doesn't take offense or push back: it creates the ticket with the reason, alerts you, and steps aside while you take over the conversation.
// while Santi was replying, the bot stayed paused — and picked back up with a note on what happened.