# Escalations

### What Escalation Rules do

Escalation Rules help you:

* Prevent AI replies in sensitive situations
* Get notified when human attention is required
* Control risk around refunds, high-value orders, and issues

#### Video Guide:

{% embed url="<https://player.mux.com/dnfLhpO7YaWi6NJVBYex8qUwouEUsOINNKwGnwdHzjM>" %}

The following settings control when a human agent needs to step in. You can configure the AI to automatically pause itself or notify your team based on specific events or customer data.

#### **Agent Escalations**

<figure><img src="/files/toj8z65BUgXzVMfxBDpy" alt=""><figcaption></figcaption></figure>

| Setting                    | Description                                             |
| -------------------------- | ------------------------------------------------------- |
| Customer sent a photo      | Alerts the team when an image attachment is received.   |
| Replacement offer accepted | Fires when a customer agrees to a replacement item      |
| Refund offer accepted      | Fires when a customer accepts a partial or full refund. |
| Return initiated           | Alerts the team when return tracking is generated.      |

#### **AI Safety Rules**

These are strict rules applied to every incoming message using conditions. You can use these to completely disable the AI or notify a human based on customer data.&#x20;

<figure><img src="/files/B94tKdFHRPDpFnulNMPS" alt=""><figcaption></figcaption></figure>

#### Default rules

These rules are available by default and can be enabled or disabled at any time.

<details>

<summary><strong>High Order Value Customer</strong></summary>

Blocks AI replies for orders over **€200** and sends an alert.

Use this to protect high-value customers.

</details>

<details>

<summary><strong>Repeat Refund Customer</strong></summary>

Triggers an alert when a customer has made at least 2 refund requests within the last 30 days

Recommended if you want to review refunds manually frequent refunds.

</details>

<details>

<summary><strong>VIP Customer</strong></summary>

Triggers an alert when a customer with a lifetime value of 500 reached out to you.

</details>

See how you can [create your own custom rules.](https://app.gitbook.com/o/5ePbUd5OgQHd1G1cXxu5/s/t1mtVQKBH4G25uHx8qPr/~/edit/~/changes/8/getting-started/configuring-your-ai-automation/decision-configurations/escalations/how-to-setup-custom-escalation-rule)


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