When to escalate
While your AI can handle most inquiries, there are moments when it should defer to a staff member.
These include:
Corporate or group booking requests
Custom pricing, promotions, or package adjustments
Medical, consent, or health-related questions
Payment errors, billing issues, or refund requests
Escalations ensure that sensitive or complex topics get handled with care — by the people who know your policies best.
💡 Escalations don’t signal failure; they’re a safeguard for professionalism and accuracy.
How escalations appear
When the AI encounters a message that matches an escalation rule, it pauses and routes the conversation to your AI Inbox.
You’ll see a tag like “Escalated to Staff”, and the full transcript including the Sale Agent’s messages — will be visible.
From there, your team can:
Continue the conversation manually
Add internal notes
Assign it to another staff member for resolution
This process keeps hand-offs organized and transparent, preventing confusion between automated and human communication.
Improving your escalation system
If you notice that similar questions are being escalated repeatedly, that’s a cue to expand your AI’s knowledge. You can add new fallback messages or update your AI’s prompt instructions so it handles those scenarios next time.
For example, if multiple leads ask about a corporate membership option that doesn’t exist, you can have the AI explain your current offerings while still flagging the conversation for follow-up.