Escalation Rules

Escalation Rules define when your AI agent is allowed to reply and when an email must be escalated or blocked. They act as a safety layer before the AI sends any response.

All rules are evaluated before the AI sends a reply.

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

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Default rules

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

Refund Alert

Triggers an alert when a customer asks for a refund.

Recommended if you want to review refunds manually.

Wrong Item Received

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

Shipping Delay

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

Product Issue Alert

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

High Order Value Customer

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

Use this to protect high-value customers.

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Rule actions

Each rule can perform one or more actions.

Alert

Sends a notification to your configured channels in Team Alerts.

No Reply

Prevents the AI from replying to the email.

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

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Creating a custom rule

1

Create the rule

Click Create Custom Rule.

2

Choose the trigger

Define when the rule should trigger.

Examples: keywords, topics, or order value.

3

Choose the action

Pick one (or both):

• Alert

• No Reply

4

Save

Save the rule.

The rule becomes active immediately.

Important notes

• 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.