Smart Escalation: Route Botmaker tickets to experts with AI
Swiftask analyzes your Botmaker conversations in real-time. When a topic becomes complex, the AI automatically escalates the ticket to the right human agent.
Result:
Drastically reduce resolution time and improve the quality of your customer interactions.
AI Agents
botmaker
Connector botmaker · Secure OAuth 2.0
Manual escalation management overwhelms your teams
Your agents spend too much time sorting Botmaker tickets with no added value. Urgent requests get lost in the queue, and frustrated customers wait for answers that basic bots cannot provide.
Main negative impacts:
Longer response times
Manual transfer between support levels creates unnecessary bottlenecks.
Poor ticket routing
Complex requests often land in the hands of non-specialized staff.
Lower customer satisfaction
Lack of responsiveness on critical cases directly impacts your company's NPS.
Swiftask acts as a brain on top of Botmaker. It detects signs of complexity or dissatisfaction and orchestrates instant escalation to the right competent collaborator.
BEFORE / AFTER
What changes with Swiftask
Without Swiftask
A customer asks a complex question on Botmaker. The bot fails. The customer waits for a human who is not notified. The ticket stalls, the customer gets impatient.
With Swiftask + Botmaker
The Swiftask AI identifies the urgency. The ticket is instantly pushed into the expert's workflow tool with all contextual history. Fast response, happy customer.
Deploy automated escalation in 4 phases
1
STEP 1 : Connector configuration
Link your Botmaker account to Swiftask via our secure interface.
2
STEP 2 : Define criteria
Set trigger conditions (negative sentiment, keywords, wait time).
3
STEP 3 : Smart routing
Designate the teams or experts who will receive escalation notifications.
4
STEP 4 : Active supervision
Analyze performance and adjust AI behavior via the Swiftask dashboard.
Advanced features for your tickets
AI analyzes tone, urgency, and topic to prioritize escalations.
- Target connector: The agent performs the right actions in botmaker based on event context.
- Automated actions: Automatic context transfer, Slack/Teams notifications, CRM ticket creation, response drafting assistance for the agent.
- Native governance: All escalations are audited to continuously improve routing precision.
Each action is contextualized and executed automatically at the right time.
Each Swiftask agent uses a dedicated identity (e.g. agent-botmaker@swiftask.ai ). You keep full visibility on every action and every sent message.
Key takeaway: The agent automates repetitive decisions and leaves high-value actions to your teams.
Major operational advantages
Churn reduction
Quick handling of dissatisfied customers prevents churn.
Productivity boost
Your experts only handle high-value cases.
Consistent quality
The transfer includes full history, preventing the customer from repeating themselves.
Privacy and compliance
Swiftask applies enterprise-grade security standards for your botmaker automations.
- GDPR compliant: Secure handling of customer data during transfer.
- Restricted access: Granular control over who can view escalated tickets.
To learn more about compliance, visit the Swiftask governance page for detailed security architecture information.
RESULTS
Measurable impact on your support
| Metric | Before | After |
|---|---|---|
| Processing time | 48 hours | Under 2 hours |
| Customer Satisfaction (CSAT) | 65% | 88% |
Take action with botmaker
Drastically reduce resolution time and improve the quality of your customer interactions.