How the AI decides to escalate
It hands the conversation to you whenever answering would mean guessing.
The triggers
The AI escalates when the buyer asks something your listings do not answer, when it is not confident enough in the answer it would give, when the buyer asks for a human, when the conversation turns into a negotiation or a legal or payment question, and when a message arrives outside your working hours and needs a decision only you can make.
Where it reaches you
Escalations arrive on your personal WhatsApp number as a plain-language message you can reply to. Replying there takes the conversation over, so you do not have to open the app to respond.
Tuning it
Add the answers you keep getting escalated for to your knowledge entries in Settings, and keep the listing fields filled in. Most repeat escalations are one missing fact rather than a judgement problem.
Related
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