In depth
Emporiqa does not transfer on its own when it is unsure. It says it is not confident, offers to bring in a person, and only the shopper's yes creates the request and alerts the team. A few situations skip the offer and escalate straight away: the shopper asking for a person, a refund request, a complaint, a shopper blocked from completing a purchase, a policy exception. A team member does not have to wait for any of that either: they can open any conversation in the dashboard and take it over. However the person arrives, they see the full conversation history (shopper question, what the assistant tried, products it surfaced, pages it referenced) and pick up without the shopper repeating themselves. Handoff records include the shopper's email or phone number when available, so follow-up can happen async when the store is outside its business hours.
See also