# Escalation Rules

{% hint style="info" %}
All rules are evaluated **before** the AI sends a reply.
{% endhint %}

### 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

***

### Default rules

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

<details>

<summary><strong>Refund Alert</strong></summary>

Triggers an alert when a customer asks for a refund.

Recommended if you want to review refunds manually.

</details>

<details>

<summary><strong>Wrong Item Received</strong></summary>

Triggers an alert when a customer reports receiving the wrong item.

</details>

<details>

<summary><strong>Shipping Delay</strong></summary>

Triggers an alert when a customer asks about shipping or delivery delays.

</details>

<details>

<summary><strong>Product Issue Alert</strong></summary>

Triggers an alert when a customer reports a product problem or defect.

</details>

<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>

***

### Rule actions

Each rule can perform one or more actions.

#### Alert

Sends a notification to your configured channels in [Team Alerts](https://docs.scaleflows.net/getting-started/team-alerts).

#### No Reply

Prevents the AI from replying to the email.

You can combine Alert and No Reply in the same rule.

***

### Creating a custom rule

{% stepper %}
{% step %}

### Create the rule

Click **Create Custom Rule**.
{% endstep %}

{% step %}

### Choose the trigger

Define when the rule should trigger.

Examples: keywords, topics, or order value.
{% endstep %}

{% step %}

### Choose the action

Pick one (or both):

* Alert
* No Reply
  {% endstep %}

{% step %}

### Save

Save the rule.

The rule becomes active immediately.
{% endstep %}
{% endstepper %}

### Important notes

{% hint style="warning" %}

* Rules are always evaluated before the AI sends a response.
* If a rule includes **No Reply**, the AI will not answer the customer.
* Alerts are delivered through your configured channels in **Team Alerts**.
  {% endhint %}


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