Use exit points in automations - Heyy Help Center

After you create exit points on an employee, they still do nothing until you select and map them inside the specific automation the employee runs in.

Map exit points

Open Automations and edit the workflow.
Select the AI Employee node.
Choose which of the employee’s exit points are active for this automation.
Connect each active exit point to the next step — assign chat, send a message, close the chat, or another action.

Mapping exit points on the AI Employee node

Common mappings:

Exit point	Typical next step
Escalate to Human	Assign to team or move to the human inbox.
Resolved	Close the chat or send a satisfaction follow-up.
Warm Lead / Escalate to Sales	Tag the contact and notify a teammate.

You can also create a new exit point directly from inside the automation editor — it is added back to the employee’s main configuration automatically, so it is available the next time you build an automation for this employee.

If an employee is not escalating the way you expect, check the automation first, not the employee. The exit point is often configured correctly on the employee but simply not selected for this specific automation.

See Add an AI employee to an automation for the full setup flow, and Hand off to a human teammate for routing escalation to the right inbox.