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Escalation and guardrails
When the agent hands over, and who it does not answer.
Escalation
Escalation is what separates a useful assistant from a polite wall.
- Escalate when the answer is unknown (on by default): rather than invent, the agent calls a human.
- Roles to notify: who gets mentioned.
- Escalation message: what the member sees.
- Attach a summary: the staff arrives with the problem and what has already been tried, instead of reading it all back.
Bao does not merely ask the model politely to escalate. Every reply is reviewed automatically: if it leaves the member without a solution, Bao escalates on its own, whatever the model decided. An empty reply is treated as the worst case, not the mildest.
Guardrails
| Guardrail | Effect |
|---|---|
| Allowed roles | Empty = everyone. Otherwise, only these roles can call on the agent |
| Blocked roles | The agent never answers them |
| Forbidden topics | The agent declines and points to a human |
| Refusal message | What it replies in that case |
Allowed roles are used in particular to reserve an expensive agent for your paying customers.
👍 / 👎 votes
On by default, under each reply. They are not decoration: they feed the detection of knowledge gaps.