When does the AI escalate from monitoring?

The assistant asks staff to help when a monitored issue needs a person. Common reasons include:

• The customer asks for a person or is frustrated with automated responses.
• The request needs an action outside the available tools.
• Staff asked for information so they could act, and the customer has now supplied it.
• The same issue has had three or more unanswered customer-facing follow-ups without progress.
• The assistant is unsure how to proceed.

Which follow-ups count

The threshold counts follow-ups sent to the customer that remain unanswered. Silent background checks don't count as customer contacts. A tracking lookup that finds no new scan doesn't, by itself, use up a follow-up attempt.

Operational address holds have separate rules for reminders and confirmation deadlines. Customer silence alone doesn't send those cases to staff. After three unanswered reminders, the last two warning of cancellation, the held order may be canceled when the configured workflow and cancellation tool allow it, and the customer is told why.

After the handoff

The conversation moves to your team's queue, with notifications such as Slack if configured. Staff can read the history and reply from the dashboard.

Scheduled monitoring doesn't continue after the handoff unless staff return the conversation to automated handling.