Escalation Settings
Escalation settings define when and how the AI Receptionist hands off conversations to human team members. Proper escalation ensures customers get the right level of support.
Human Handoff
When the AI determines a conversation requires human intervention, it initiates a handoff. The customer is notified and a team member takes over.
How Handoff Works
- 1. AI detects the conversation needs human attention
- 2. AI notifies the customer that a team member will join
- 3. AI provides the human agent with full conversation context
- 4. Human agent takes over the conversation seamlessly
- 5. AI continues to assist in the background if needed
VIP Escalation
Set up VIP rules to ensure your most valuable customers receive priority treatment:
- High-value customers — Automatically route conversations from customers with high LTV to senior team members
- Repeat customers — Recognize returning customers and offer enhanced service
- Premium package holders — Customers with premium plans get priority escalation
- Manual VIP list — Manually add specific customers to the VIP list
Emergency Scenarios
Define emergency scenarios that require immediate human attention:
Medical Emergencies
Escalate immediately if a customer mentions a medical emergency or urgent health concern.
Complaints
Escalate customer complaints or negative feedback to a manager.
Billing Issues
Route billing disputes or payment problems to the finance team.
Abusive Language
If a customer uses abusive language, the AI should disengage and alert a human manager.
Escalation Rules Configuration
Configure escalation rules based on these triggers:
| Trigger | Description |
|---|---|
| Keyword Detection | Escalate when specific keywords are detected |
| Sentiment Analysis | Escalate when customer sentiment becomes negative |
| Conversation Length | Escalate after X messages without resolution |
| Customer Request | Escalate when customer explicitly asks for a human |
Best Practice
Start with conservative escalation settings and adjust based on real conversations. Review escalated conversations regularly to fine-tune your rules.