A bot that cannot escalate is worse than no bot. FlowCastle gives every flow a way out: hand the conversation to a person, in the same chat the customer is already in, with everything they already said.
One inbox for every channel
Conversations from Telegram, the website chat widget and e-mail arrive in the same inbox. Your team answers from one place instead of switching between apps, and the customer never learns that a handoff happened — they keep typing in the window they opened.
Handoff is a step in the flow, not an accident
Escalation is something you design. Put a handoff step wherever the bot should stop guessing — refunds, billing, anything account-specific — and the conversation moves to a human at exactly that point. Because the rule lives on the visual canvas, the whole team can see what the bot will and will not answer without reading code.
You can also let the bot try first and escalate only when it fails, which is the usual shape for AI support bots.
The agent sees the whole story
Every conversation is attached to a contact, so the person replying has the history: what the customer asked before, which flow they came from, the variables the bot collected, their tags and goals. No "can you repeat that", no copy-pasting between tools.
Quiet by default
While a human is handling a conversation, automation steps back — the bot stops replying into a chat a person has taken over, so the customer never gets a scripted message on top of a human answer.
What it tells you later
Handoffs are measurable. Analytics shows how often the bot escalates and where in the flow it happens, which is the most direct signal you have about what to automate next: a spike in handoffs at one step is a missing answer, not a broken bot.
FAQ
Can a human take over a Telegram bot conversation?
Yes. Add a handoff step to the flow and the conversation moves into the shared inbox, where your team replies in the same Telegram chat the customer is already using.
Does the bot keep replying after a person takes over?
No. Automation steps back once a conversation is handed over, so the customer never receives a scripted message on top of a human answer.
Which channels land in the inbox?
Telegram, the website chat widget and e-mail. WhatsApp and Instagram are not supported today.
Does the agent see what the customer already told the bot?
Yes. Each conversation is tied to a contact with its history, the variables the bot collected, tags and goals, so nobody has to ask the customer to repeat themselves.