When your Aijent cannot help

Last checked against the product on 22 October 2026

All Aijent plans

Your Aijent will not guess. When it cannot answer, or a visitor asks for a human, it offers a callback and captures their details for your team.

That behaviour is deliberate. It is the reason you can put it in front of customers without checking every answer.

When it happens

• It does not know the answer. The information is not in your knowledge base.
• The visitor asks for a person. Some people simply prefer it.
• The visitor will not book, but still wants to be contacted.
• SureGate routed them for review, so a person decides rather than your Aijent.

What the visitor sees

A short form asking for their name, phone number and email. Your Aijent fills in anything it already knows, so a visitor who has already given their name does not type it twice.

You choose what the form asks for on the Aijent's Escalation tab:

• Phone number: Required, Optional or Not asked. It starts on Required.
• Must be a mobile number, when a phone number is asked for.

With no phone number asked for, email is required, so your team can still reply. A callback with no way to reach the visitor is a broken promise, so keep a phone number required if your team calls people back.

On every plan you can choose Live Human Handover instead, so someone from your team joins the chat there and then when a visitor asks for a person. See Live Human Handover.

The visitor gets a copy of the chat. If they gave an email address, they are emailed a copy of the conversation straight away. If they reply to it, the reply comes to the email address set for your alerts.

Your own words for it

Two more settings on the Aijent's Escalation tab, saved for each Aijent:

• What to call it. The name visitors see on the form and your team sees on every alert. Leave it blank and visitors see "Request a callback", while your email, Slack and CRM alerts say "Request for callback".
• Message after a callback request. What your Aijent says straight after a visitor asks for a callback. Leave it blank and it thanks them by first name, says it has passed this to the team and someone will be in touch soon, and offers to help with anything else. On an Aijent set to Live Human Handover, the Live Human Handover messages are shown instead while your team is rung.

Setting the message is worth it: "Someone will call you within the hour" sets a very different expectation from a generic thank you. Only promise what you can keep.

What you get

• A record in your CRM. A contact, plus an open task so it lands in somebody's to-do list rather than a note nobody opens.
• The conversation attached, so whoever calls can see what was asked before they pick up the phone.
• A row in your analytics, marked as an escalation.

The exact shape depends on which CRM you use. See integrations.

Callbacks after a booking

A visitor who has already booked can still ask for help. Your Aijent will not try to book them again, but it can still raise a callback, using the details already captured.

Making callbacks work

Call back fast. Somebody who asks to speak to a person is at the point of deciding. The gap between an hour and a day is enormous.

Read the conversation first. It is attached, and it usually tells you exactly what they wanted, so you can open with that rather than making them explain again.

Watch what keeps causing them. A callback is your Aijent telling you it did not know something. If the same question keeps coming up, that is a gap in your knowledge base, not a callback problem. Fill it and those conversations stop needing a person.