Escalation routing lets your AI chatbot direct conversations to specific Google Chat spaces based on the conversation topic. Sales questions go to the Sales space, technical issues go to the Support space, and billing questions go to the Billing space.
How It Works
- Visitor chats with your AI chatbot on your website
- When human help is needed, the AI triggers an Escalate chat to human action
- The action's configuration determines which Google Chat space receives the chat
- An interactive card appears in the target space
- An agent in that space joins and responds
Prerequisites
- Social Intents connected to Google Chat (setup guide)
- An AI chatbot enabled on your widget
- A plan with Custom Actions (Pro or Business, or a free trial)
- Multiple Google Chat spaces with the Live Chat app installed in each
Setup
Create Target Spaces
In Google Chat, create spaces for each department, add the Live Chat app to each one, and mention @Live Chat in each space so Social Intents can list it.
Create Escalation Actions
Go to Chat Widgets > your widget > AI Agent > Actions. Click New action, switch to the Advanced view, and set Action type to Escalate chat to human.
Configure Each Route
For each action, set:
- Action name - e.g., Route_Sales
- When to use - Describe when this route should fire
- Triggered response - Message the visitor sees during handoff
- Route to Google Chat space - Select the space from the dropdown (click Refresh list if a new space is missing, or choose Other (enter ID manually) and paste the space name, such as
spaces/XXXXXXXX) - Routing instructions - Extra context for the agents who receive the chat
Save and Test
Click Save action for each one. Test by chatting with the widget and triggering different topics to verify chats go to the correct spaces.
Tips
- Use distinct trigger descriptions so the AI does not confuse similar routes
- Add a catch-all escalation action for conversations that do not match a specific department
- Enable Require visitor confirmation before routing if you want visitors to approve the handoff before it happens
- Prefer a simple menu? Add departments under the widget's Settings tab > Pre-chat form > Groups / departments and choose a space for each, so visitors pick before the chat starts
Frequently Asked Questions
Can I route to spaces in different Google Workspace organizations?
No. Routing is limited to spaces within the same Google Workspace organization where the Live Chat app is installed.
What if the target space does not have the app installed?
The routing will not work. Make sure the Live Chat app is added to every space you use as a routing target, and that @Live Chat has been mentioned there.
Does routing work for WhatsApp chats?
Yes. WhatsApp conversations answered by the same AI agent can be routed with the same actions. See WhatsApp with Google Chat.