Escalation Rules
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Some conversations shouldn’t be handled by AI. The escalation system routes these to the right person.
How escalation works
Section titled “How escalation works”The agent evaluates each email and determines if escalation is needed. When triggered, the email is forwarded to your designated contact with full context and the agent’s suggested draft.
Managing escalation types
Section titled “Managing escalation types”Go to Settings > Workspace Settings > Escalation Types to see and manage all escalation rules.
Each escalation type has:
| Setting | Description |
|---|---|
| Label | The name shown in reports (e.g., “Legal Request”) |
| Definition | Optional description of what triggers this type |
| Routing Email | Where to forward (optional—falls back to agent’s escalation email) |
| Notify Sender | Whether to tell the customer their message was escalated |
| Enabled | Toggle on/off |
Creating a custom type
Section titled “Creating a custom type”Custom escalation types are available on Pro, Premium, and Enterprise plans. Free and Starter plans use the built-in types only.
- Click Add Escalation Type
- Enter a display label
- Optionally add a definition and routing email
- Choose whether to notify the sender
- Click Save
Examples of custom types:
- “Wholesale inquiry” → route to your wholesale team
- “Feature request” → route to product management
- “VIP customer” → route to a senior account manager
- “Refund over $100” → route to a finance approver
Linking to agents
Section titled “Linking to agents”Each escalation type can apply to:
- All agents (green indicator)
- Specific agents (yellow indicator)
- No agents (red indicator)
Click the scope icon to choose which agents use each type.
Built-in types
Section titled “Built-in types”Know Reply includes common escalation types that can’t be deleted:
- Disqualified - Inquiry is out of scope for this agent
- Purchase handoff - High-intent buying signals
- Legal / compliance - GDPR, data deletion, legal matters
- Complaints - Angry or dissatisfied customers
- Urgent requests - Time-sensitive issues
- Capability gaps - The agent doesn’t know the answer
- Technical issues - Bugs, errors, system problems
- Manager feedback required - Situations needing manager review
You can disable any of these, but not delete them.
Routing to different people
Section titled “Routing to different people”Route different types to different teams:
- Legal requests →
legal@company.com - Purchase inquiries →
sales@company.com - Complaints →
support-manager@company.com
If no routing email is set, the escalation goes to the agent’s default escalation email.
What the recipient sees
Section titled “What the recipient sees”When an escalation happens, the recipient receives:
- The original customer email
- The full conversation thread
- The agent’s suggested draft reply
- The reason for escalation
This gives them everything needed to take over.
Automatic safeguards
Section titled “Automatic safeguards”Loop detection
Section titled “Loop detection”If a single sender sends many messages in a short time, the system flags it as a potential loop and escalates automatically.
Trust holds
Section titled “Trust holds”Emails from suspicious senders (failed authentication, unknown domains) are held for review rather than processed by the agent.