What Is an Escalation?

An escalation happens when a fan needs human attention. The AI identifies these situations and routes the fan to your team instead of replying automatically.

• Top-spending fans: your highest-value relationships are always routed to human chatters
• Sensitive situations: conversations that need a personal touch or fall outside the AI’s configured limits
• A fan asks to talk to a real person

When a fan escalates, they appear in the Action Queue, the chatter’s work feed. The chatter sees:

• The fan’s full conversation history
• Their fan profile: spend, funnel stage, notes, and tags
• Any context about why the fan was escalated

The chatter can reply directly and either keep the conversation or hand it back to the AI when done.

• Working the Action Queue
• Fan Profiles