Momence’s AI helps manage your client communications, but sometimes a conversation may need your personal attention. To make it easy to track, we’ve added AI escalation and activity indicators in your inbox. These visual cues let you see at a glance what the AI is handling and what needs your review.
What the Indicators Mean
1. AI Escalation Status
Escalated: The AI has flagged this conversation for your review because it couldn’t fully resolve the client’s request.
Resolved: The issue has been addressed, so no action is needed.
2. Active AI Communication
An icon appears when the AI is actively messaging a client, helping you know which conversations are in progress and being handled automatically.
3. Viewing Unresolved Escalations
All unresolved escalations can be viewed under Reporting → Agent’s Reporting → Escalations. For more details, see Agent’s Reporting & Performance.
Marking Escalations as Resolved
After manually reviewing or reaching out to a client:
Go to Reporting → Agent’s Reporting → Escalations.z
Locate the unresolved conversation.
Click “Mark as Resolved”.
A green check icon will appear next to the conversation, indicating it has been handled.
This keeps your inbox and reports organized, and helps track which escalations have been addressed.
Why This Matters
Quickly identify which conversations require your review.
Track ongoing AI communications at a glance.
Ensure no escalated conversation is missed, keeping client interactions smooth and timely.
Tips for Using These Indicators
Check your inbox for AI activity and any flagged conversations.
Use Reporting → Agent’s Reporting → Escalations to follow up on unresolved items.
Unresolved escalations will always show the review icon until addressed.
With these updates, managing your inbox and client communications is simpler, faster, and more transparent, giving you confidence while the AI assists.
Staff Assignment
In addition to visual indicators and reporting views, hosts now have the ability to configure who gets notified when the AI escalates a conversation. This helps ensure the right team members are looped in.
How it works
When the AI marks a conversation as “Escalated”, notification routing can be customized so that:
Specific team members are alerted when an escalation is created
Responsibility can be assigned more clearly across staff or departments
Hosts can align AI escalation alerts with their internal support structure
Where to manage this
Notification preferences for AI escalations can be configured within Inbox Settings.
Once set, these preferences ensure that escalated conversations are surfaced to the correct people in real time, improving response speed and reducing missed follow-ups.