When to use it
Use it wherever the flow reaches the limit of what it should decide. A refund, a complaint, an account change, or an end user who asks for a person. Put it behind an explicit choice or an AI Agent exit route rather than as a silent fallback, so the escalation is deliberate.The gambit and its editor
Every page in this section shows the same demo flow: Start, a Welcome message, the gambit this page covers, then End. The gambit sits third, selected, with its editor open on the right. The rest of the screen is dimmed. The editor holds one Configuration section. It has no Messages section, because the messages the end user sees are set inside it.Assignment
Queue behavior, availability, and routing rules across inboxes are covered in Assignment and availability.
End user identity
The Visitor Identity section saves the latest name, email, and phone at handoff, so the human agent sees them. Each of Visitor name, Visitor email, and Visitor phone takes fixed text or a variable inserted with @. Fill them from earlier input gambits. An email or phone that an earlier gambit confirmed with Verify via OTP is marked as verified.Messages to the end user
The Visitor-Facing Messages section holds three messages. Type @ in any of them to insert a variable.Branching
The gambit carries two handles:
Wire No Agents to something useful, such as taking a message or offering a callback. Left unconnected, the conversation waits in the queue instead of continuing the flow.