Reviewing Escalations
Conversations the AI handed to you, and the replies waiting for your approval.
When Ava shouldn't answer on her own, the conversation goes to Agent > Escalations for a person.
Why Things Are Escalated
- Sensitive Topic: billing, passwords and legal topics are never answered by the AI on its own.
- Complaint, Discount Request, Order or Quote, Repeated Question.
- Low Confidence: Ava wasn't sure enough.
- Held for Handoff and Needs Review.
Working the Queue
Tabs: Review Queue and Human Handoffs. Quick views: Open, Past Deadline, Priority Accounts, Handled This Visit. Sort by Most Urgent First to start with what matters.
Open an item to see Why Ava Handed It Over, a suggested next step, the customer's message and Ava's draft.
Your Options
- Approve and Send: send Ava's draft as is.
- Edit the draft, then Send Edited Reply.
- Send My Reply: write your own when there's no draft.
- Dismiss: reject the draft, with an optional reason. You can undo for a few seconds.
- Take Over in Inbox, Reassign, or Add 4 Hours to an email's deadline.
For emails you can also use Draft with AI or Rewrite with AI.