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Overview

Periskope’s AI Agent can automatically respond to incoming customer messages on WhatsApp and escalate issues to the right team members when needed — without any manual intervention from your team. If you are looking to automate customer responses and make sure the right person is always looped in at the right time, this feature is for you. Respond & Escalate vs AI Flagging: Respond & Escalate enables the AI to actively reply to customers and route issues to your team, while AI Flagging categorizes messages for tracking and response time measurement. These are independent features that can be used together or separately.

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How does the AI decide when to respond

When an incoming message is received, Periskope AI checks if:
  1. The message is a question, complaint, concern, or request for support
  2. The message is from an external contact and is awaiting a response from your business
If both conditions are true, the AI activates and responds to the customer.

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Activation Prompt

You can customize when the AI responds by configuring the Activation Prompt in the Personalization section. Add your own custom rules on top of the defaults to match your business needs.

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Example

You are analyzing a customer message to determine if an AI agent should respond to it.
A message should activate the AI agent if it meets one or more of the following criteria:
- It contains a question that seeks clarification, information, or help
- It raises an issue, complaint, technical problem, or concern
- It requests an action, assistance, or support
- It appears to be waiting for a response from the business

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Escalation

Sometimes a customer message is too complex or sensitive for the AI to handle on its own. This is called an escalation — when the AI automatically brings your team into the conversation. You can configure how the AI escalates using two built-in tools: Private Notes and Tickets.

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Private Notes

A Private Note is an internal message the AI creates directly in the chat — visible only to your team, not the customer. You can configure who gets tagged based on the type of query.

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How Private Notes work

  1. The AI detects a message that requires human attention
  2. It creates a private note in the chat, tagging the relevant team member
  3. The tagged team member is notified and can step in immediately
  4. The customer never sees the private note

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Configuring Private Notes

You can define tagging rules based on query type. For example:
  • For message syncs, chat loads, and escalations → tag the engineering team
  • For sales, pricing, demos, and discount queries → tag the sales team

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Tickets

For issues that need to be tracked and followed up on, the AI automatically creates a ticket and assigns it to the right person.

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How Tickets work

  1. The AI detects an issue, bug, or complaint that requires follow-up
  2. It automatically creates a ticket with the relevant details
  3. The ticket is assigned to the appropriate team member based on the issue type
  4. The AI replies to the customer informing them that a ticket has been raised and the team will get back to them soon

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Configuring Ticket Assignment

You can define assignment rules based on issue type. For example:
  • For message syncs, chat loads, and escalations → assign to the relevant engineer
  • For integration issues (Hubspot, Zapier, APIs) → assign to the integrations team
  • For mobile app issues → assign to the mobile team

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Viewing Tickets

Once a ticket is created, click the ticket symbol in the top right corner of the chat to go directly to the ticket section. Here you can view all tickets the AI has created and track their status.

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How to set up Respond & Escalate

  1. Go to the AI section in Periskope
  2. Open Personalization and configure your Activation Prompt
  3. Open Built-in Tools and enable Private Notes and/or Tickets
  4. Define your tagging and assignment rules for each
  5. Save your changes — the AI Agent is now live

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Important Notes

  • The AI will never create a duplicate ticket for the same issue in the same conversation
  • When a ticket is created, the AI always informs the customer in its reply
  • Private notes are strictly internal and are never visible to customers
  • Ticket subjects are always created in English