Escalations

Control when the AI pauses and alerts your team.

Written By ScaleFlows Team

Last updated 22 days ago

💡 Tip: Use this to prevent AI replies in critical or complex situations that require human attention.

Video Guide

You can configure the AI to automatically pause itself or notify your team based on specific events or customer data.

Agent Escalations

Agent escalations
SettingDescription
Customer sent a photoAlerts the team when an image attachment is received.
Replacement offer acceptedFires when a customer agrees to a replacement item.
Refund offer acceptedFires when a customer accepts a partial or full refund.
Return initiatedAlerts the team when return tracking is generated.

AI Safety Rules

These are strict rules applied to every incoming message using conditions.

💡 Tip: Use this to completely disable the AI or notify a human based on customer data.

AI safety rules

Default rules

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

💡 Tip: Start with these three default rules enabled, then once you understand how escalations work in practice, add custom rules to handle edge cases specific to your store.

See also: Custom Rules, Setup a custom rule, and Channels.