A conversation displays an automated resolution but it was escalated to an agent

Issue symptoms

A conversation in an email escalated to an agent, but it shows an automated resolution. An escalation shouldn’t be an automated resolution. What happened?

Resolution steps

From your description of the behavior, the conversation isn’t an email interaction. It’s a messaging conversation, handled by the AI agent.

The AI agent attempted to escalate the conversation to a human agent, but no agents were available to accept the handoff. For this reason, the escalation couldn't complete. Instead, the bot created a ticket for follow-up and then finished the conversation itself.

This explains why you see both elements:

Custom resolution: Escalated to agent — because the bot reached the escalation step and attempted the handoff

Conversation status: Automated resolution — because no human agent actually joined the live messaging conversation, so it ended with the bot

While labels can look contradictory at first, labels describe two different parts of the same flow. In this case, it appears to be a failed handoff or no-agents-available scenario in messaging, rather than an email case or a successful live escalation to an agent.