Feature Summary

We would like to request the addition of a "0 Out" option within the Thread Overflow / Escalation configuration section. This would allow callers to press 0 at any point during an AI-handled interaction to immediately escalate or exit to a live agent or alternate destination.

Business Justification

Customers who are having difficulty interacting with the AI agent can become frustrated when there is no clear or familiar escape path. A "0 Out" option is a widely recognized convention in telephony/IVR systems and would provide an intuitive self-service exit that reduces friction and improves the overall caller experience.

Proposed Implementation

Add a "0 Out" checkbox within the Escalation section of Thread's Overflow settings.

When enabled, include a destination field to specify where the call should route when a caller presses 0 (e.g., a queue, ring group, direct number, or voicemail).

The feature should be optional and non-breaking for MSPs that do not wish to use it.

Expected Outcome

Reduced caller frustration during AI-handled interactions.

A familiar and accessible escalation path for end users.

Improved containment and call routing control for MSPs.