Escalations
Set up rules and scenarios to automatically escalate conversations from Jeff to human teammates.
Escalation Rules
Define when Jeff should hand off conversations to your team.
Billing Issues
ActiveEscalate when customer mentions refund, payment issue, or billing dispute
Billing TeamKeywords: refund, billing, payment issue +2 more
Frustrated Customer
ActiveEscalate when negative sentiment is detected
Senior Support
Customer Request
ActiveEscalate when customer explicitly asks to speak to a human
General SupportKeywords: speak to human, talk to person, real person +1 more
Technical Issues
DisabledEscalate complex technical problems
Technical SupportKeywords: bug, error, crash +2 more
Fallback Behavior
What happens when Jeff can't confidently answer a question.
Escalate when Jeff is less than 70% confident
Escalate if customer asks the same question 3+ times
Include "Talk to a human" button in responses