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When escalation is enabled for an Agent, it can ask a person for help and place the lead in Inbox. Nexor pauses customer-facing AI replies while the case is open. It does not send the lead an automatic holding message or move the lead to another commercial stage. Only one escalation can remain pending for the same lead at a time.

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Find the case

Open Inbox, then select Escalated. Owners and Admins on accounts without an active WhatsApp Coexistence number see the same queue as Pending. Open the lead and review Details. An Agent escalation can show:
  • The lead said, with quoted conversation context.
  • Why the agent escalated, with the reason it asked for help.
  • Go to message, which opens the message shown in the full conversation.
A stage assignment to a person shows the stage and the reason for that assignment instead of an Agent question.

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Reply without closing the case

  1. Open the escalated lead.
  2. Write the reply in the conversation message box.
  3. Send the message.
Nexor does not rewrite the reply in the Agent’s voice. It sends the text entered by the person, subject to the channel’s delivery rules. After the message is sent, the case remains open and the Agent stays paused. This gives the person time to continue the conversation. Close the case only when Human Assistance is no longer needed.

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Close the case

Use Mark as to choose the outcome: If another Human Assistance case remains open for the lead, closing one case does not return the conversation to the Agent.
Resolving a case or returning a manually owned conversation does not restart the proactive contact sequence. Nexor does not schedule a template, call, or follow-up only because the conversation was returned. The Agent can respond after the lead sends a new incoming message.

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Manual ownership

Inbox does not have a separate Take conversation button. A manual WhatsApp or SMS message sent from Inbox can take ownership of the conversation. In this path, Nexor attempts delivery before it updates ownership. A message sent from the connected WhatsApp Business App through Coexistence can also take ownership: the app delivers it first, then Nexor mirrors the outgoing message and attempts the ownership update. In either path, seeing a sent message does not confirm that the conversation moved to human ownership. Automatic human ownership after a manual send is implemented only for WhatsApp and SMS. A manual email, iMessage, Instagram, Messenger, or web chat message does not have the same verified ownership behavior.

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Return a manually owned conversation

Owners and Admins can use the control in Details. When it reads Automation paused for this lead, turn automation back on to return the conversation to the Agent. Members can reply to an escalation and close it with Mark as → Resolved. Members do not see the general automation control in Details, so they cannot use that control to return a conversation taken through a manual message. An Owner or Admin must return it. The same contact-sequence limitation still applies: returning the conversation allows the next incoming message to reach the Agent, but it does not restart proactive contact.

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Channel delivery limits

  • WhatsApp: a free-form reply is available while the customer-service window is open. Outside that window, Nexor automatically wraps the reply in a preapproved human-support template for the conversation language. That template must exist, and the reply is limited to 1,024 characters.
  • Instagram and Messenger: there is no template fallback after the reply window closes.
  • Email: the lead needs an email address and the account needs a verified sender.
  • SMS and iMessage: the lead needs a phone number.
  • Web chat: the reply is recorded in the thread and appears when the widget refreshes its history.
  • Voice: escalation replies are not supported during a call.
When delivery fails, the case stays open. Correct the channel requirement and try again, or continue on another available channel. Return to Inbox overview for the complete list of views and role differences.
Last modified on September 7, 2026