Escalations
Some things should never be answered by an AI. Escalations are how those reach a person instead.
What escalates without you configuring anything
These categories are escalated out of the box. You do not need to add them, and you should think hard before removing any.
| Category | Why it escalates |
|---|---|
| Complaints | A dissatisfied customer needs someone who can take ownership |
| Safety and emergencies | Anything urgent must reach a person immediately |
| Medical | Regulated advice SIMCOAI must not give on your behalf |
| Legal | Same - a wrong answer here carries real liability |
| Payment card details | SIMCOAI will not take card numbers on a call |
| Explicit request for a human | A caller asking for a person should get one |
What happens when one triggers
- DetectSIMCOAI recognises the topic, or the caller asks directly.
- StopIt stops trying to resolve the request rather than attempting an answer.
- Tell the callerThe caller is told a person will handle it. Silent hand-offs feel like a dropped call.
- RouteTransferred to your configured number, or raised in the dashboard for your team.
- RecordTranscript, trigger reason and outcome are logged against the call.
Expected result
An escalation appears in your dashboard with the full context, so whoever picks it up does not need to ask the customer to repeat themselves.
Adding your own triggers
The defaults are generic. The valuable ones are specific to your business - a product recall, a VIP account, a service you no longer offer.
- Phrases customers actually use, not internal jargon
- Request types your team must sign off
- Anything with a regulatory or contractual consequence
Getting this wrong is expensive
Careful. An escalation that routes to an unmonitored number is worse than none at all: the caller waits, gets nothing, and blames you rather than the AI. Test your escalation path in and out of hours - see call transfers and after hours.
See also
- Verification codes - escalations are verified before action
- Phone profiles - per-line escalation triggers
- Call problems - when something should have escalated and did not