Escalation to a Human
An assistant is judged on the answer it should not have given. Deciding what it refuses is the configuration that matters most.
Sound Familiar?
The confident wrong answer
Nothing else erodes trust as fast, and it is the one failure a satisfied-looking conversation log will not show you.
Conversations that just stop
The assistant could not help, said something vague, and nobody was told. The enquiry is gone and no record says so.
Escalation that loses the thread
Handed to a person as a name and a number, so the customer explains the whole thing again to someone starting from nothing.
What You Get
Refusal as a setting, not a surprise
The subjects it will not attempt are yours to list: safety, legal exposure, money, anything where being wrong costs more than being silent.
The whole conversation, to you
Escalation sends the exchange, not a summary of it, so the person picking it up knows what was asked and what was already answered.
Said plainly to the customer
That it cannot answer, that a person will, and how to reach one now if it is urgent. A clear stop beats a vague attempt.
A record of every refusal
What it refused and how often is a list worth reading: some entries are gaps in your material, and the rest are boundaries working as intended.