AI guides the routine. Your team gets the exceptions, with the full story.
Adoption Layer walks users through your interface step by step. When a request needs a human decision (access rights, billing, policy exceptions), it hands the conversation to your support chat with the initial request, the completed steps and the blocking point already written.
Every handoff arrives with the full story
The assistant writes the ticket the user never would. Three fields, filled from the live session, sent to the support tool you already use.
Initial request
The question exactly as the user typed it, plus the page they were on. No more guessing intent from a subject line.
Completed steps
Every guidance step the user followed before the roadblock, so agents never repeat what has already been tried.
Blocking point and reason
Why the assistant stopped: out of scope, missing permission, rejected steps or a stalled session. The agent knows exactly where to start.
From roadblock to resolution in three moves
The assistant guides first
The user asks in plain language and is walked through the interface, element by element, on the live page.
The engine detects the limit
An out-of-scope request, a rejected step or a stalled session triggers the handoff offer. The user stays in control: accept or dismiss.
Your team resolves, already briefed
The conversation opens in Chatwoot, Crisp or Intercom with the request, the steps and the blocking point. No screenshot needed.
Where smart escalation earns its keep
Three situations where guidance alone is not enough, and where a well-briefed human closes the case in a single exchange.
Access and permission requests
A user hits a report or module they cannot open. The assistant explains an approval is needed and hands off with the exact resource and the user's intent.
Billing and policy exceptions
Refunds, plan changes, budget overrides: requests that need a human decision skip the AI and reach your team with the line item already identified.
Bugs and blocked workflows
When a step fails twice or the user rejects the guidance, the session is flagged and escalated with the page state and the steps already tried.
Tier-1 support is drowning in questions the interface could have answered.
Most tickets are not incidents. They are people who could not find a button, a setting or the next step. Each one costs an agent ten minutes of 'what were you trying to do, can you send a screenshot?'.
Chatbots deflect by frustrating. Ticket forms arrive empty. Your specialists rebuild the context by hand before they can solve anything.
Navigation questions clog the queue
'Where do I export?', 'How do I add a user?': questions that need a pointer, not a specialist, still land as tickets.
Bots that dead-end
Deflection bots stall on anything they cannot answer and leave the user to start over from zero in another channel.
Empty tickets, second round of questions
Agents open a ticket with a one-line subject, no page, no history. Resolution starts with an interrogation.
“The assistant never guesses on a human decision. It hands off.”
Access rights, refunds, contract terms, security: you define what stays out of the AI's scope. On those requests, the assistant offers a human handoff immediately instead of improvising an answer.
Plugs into the support chat you already run
No custom glue code. Adoption Layer detects the chat installed on the page, opens it at handoff time and pre-fills the conversation. If no chat is present, the handoff goes to a fallback email.
Chatwoot · Crisp · Intercom
Conversation pre-filled, session attributes attached, native launcher optionally hidden until handoff.
Fallback email
Used when no supported chat is detected on the page.
You decide when the AI steps aside
Describe out-of-scope criteria in plain language and edit the handoff template. The engine adds its own signals on top.
Test a live handoff
Pick a support tool. The demo runs the real Adoption Layer widget and sends the context to a test inbox.
Frequently asked questions
How smart escalation fits with your support team, your tools and your privacy requirements.
Does the assistant replace my support team?
Which support tools are supported?
What exactly does the agent receive?
How do I define what the AI must not handle?
Can the user refuse the handoff?
Is personal data sent to the support tool?
One layer, from first question to human resolution
Smart escalation is the safety net behind live guidance, proactive hints and friction analytics.
Give your support team the full story from the first second.
Show us your support chat and one recurring request. We will set up a live handoff on your application.
Fast setup · Chatwoot, Crisp, Intercom · 100% EU hosted