Designing your rules
Escalation rules are phrases or scenarios that tell the AI, “This needs a human.”
They can be based on specific keywords, like “corporate rate,’ or “medical restriction.” You can configure these rules in AI → Customizations.
Think about your most frequent exceptions — where your staff typically step in — and start there.
Building a smooth hand-off experience
When the AI escalates a chat, it’s best to leave the conversation on a professional, caring note.
For example:
“Thanks for the details! I’m going to connect you with someone from our team who can best assist you.”
This message reassures leads that they’re being helped, not dropped.Once escalated, your team can see the entire history in AI Inbox, making it easy to pick up without losing context.
Maintaining quality
Test escalation rules with a test lead before launch this ensures the right phrases trigger hand-offs. During your first few weeks, check escalation volume weekly.
If it’s high, you might need to teach the AI to handle more edge cases or fine-tune trigger wording.
💡 Think of escalations as evolving guardrails — your AI learns where human input adds value.
If you’d like help defining your escalation phrases or reviewing your first rules, email [email protected].