Default escalation triggers: positive reply, scheduling request, complaint, opt-out, and unusual signals. All are tunable per agent. Escalations land in your queue with full context.
Default triggers
Out of the box, the agent escalates on any of these:
- Positive reply — buying interest detected.
- Explicit scheduling request.
- Complaint or negative sentiment.
- Opt-out request.
- A question the agent can't answer confidently.
- Any reply from a named account on your watch list.
What an escalation looks like
The conversation appears in your Escalations queue with the full thread, the agent's read of the situation, and a suggested response you can send, edit, or discard. Slack and email notifications are configurable.
Tuning escalation sensitivity
Agents → [agent] → Escalation Rules. Tighten to escalate more (every reply goes to a human) or loosen to escalate less (the agent handles neutral replies autonomously). Most teams loosen gradually over the first month as trust builds.
Response-time expectations
Escalated conversations are hot — the prospect just engaged. Set a team SLA of under 2 hours for positive-reply escalations. The agent sends you a reminder if an escalation sits untouched.
