Skip to main content
An exit point is how your AI Employee recognizes that it should exit or hand off the conversation, and what should happen next. The two most common exit points are escalation and resolution — but you are not limited to one of each; you can define many different escalation and resolution exit points, and each one can be routed to its own automation flow afterward.
Exit Points tab listing the exit points configured for an AI Employee
Configuring an exit point on the employee is not enough on its own. Every automation the employee runs in has its own exit point selection — if it is not explicitly selected there, the employee will not use it, even though it is fully set up here. See Use exit points in automations.

​
It’s broader than escalation

An exit point can represent any resolution: You are not limited to a single generic “escalate to human” option — create as many exit points as you need, each with its own name and trigger condition: escalate to a specific team, escalate to a named teammate, flag a warm lead, close out a resolved ticket. Whatever shape your workflow needs.

​
Create an exit point

  1. On the Exit points tab, click New exit point.
  2. Enter a clear, friendly name — for example, “Escalate to Human” or “Resolved”.
  3. Write the prompt — describe, in plain language, exactly when this exit should trigger.
  4. Set status to active when you are ready to use it.
  5. Save.
Create an exit point
Common examples:
Table of example exit point names and their trigger conditions
The employee reads the conversation and decides which, if any, exit point matches, then acts on it. You can create as many as you need — there is no cap — and each can be routed differently downstream in an automation.
Write prompts the way you would brief a teammate — specific, observable situations work better than vague rules. Align handoff exits with Boundaries so escalation triggers and hard limits use the same language.

​
More scenarios worth an exit point

Because trigger instructions are entirely freehand, exit points can be shaped around whatever genuinely warrants human involvement for your business: The principle underneath all of these: an employee can resolve the large majority of routine conversations independently, but some situations benefit from human judgment specifically. Exit points formalize, in advance, exactly where that line sits for your business, rather than discovering it reactively when a conversation goes wrong. Set at least one escalation exit point before going live — without one, the employee keeps trying to handle a conversation it is not equipped for, instead of handing it to a person. Test each exit point in the Playground, then wire it into an automation via Use exit points in automations.