This covers the Escalation settings of your Libby:

An escalation is useful if you want to say a specific message or direct a customer to a specific location or phone number in a specific situation.

In the example above, if the customer says they want to talk to a live person, Libby will refer them to a phone number. If the customer is talking to Libby on the phone, Libby will also offer to connect them by pressing 1.

When you create an escalation (see example below in the blue box), the user interface will tell you what number the customer will need to be pressed to be transferred. In the example below, the customer will press 1 to be transferred. In the “(Optional) Give a phone-specific response” you will need to let the user know this so they know to press 1.

You can define any number of escalations, though the ability to connect to a different number is limited to 10 different phone numbers.