Escalation rules

When you’re in Front Desk mode, escalation rules control which types of inquiries the AI handles automatically and which are held for your approval. Configure them from Settings.

Seven categories you can control:

• General inquiries — basic questions about your business
• Pricing — quotes, cost estimates, rate questions
• Booking/scheduling — appointment requests, availability checks
• Policy questions — cancellation, refund, deposit inquiries
• Complaints — unhappy customers, issues, problems
• Referrals — someone referred by an existing customer
• Urgent — time-sensitive requests

For each category, you can toggle auto-send on or off. When auto-send is on, the AI responds immediately without approval. When off, the response is held for your review.

Sensitivity level controls how aggressively the AI auto-sends:

• Strict — holds more responses for your review (safer)
• Balanced — reasonable default for most businesses
• Relaxed — auto-sends more, fewer items held

Hold new customers — When enabled, the AI always holds the first response to a brand-new customer for your approval, regardless of other settings. Good for businesses that want to personally welcome first-time inquiries.

Escalation rules only apply in Front Desk mode. In Review mode, everything is held regardless of these settings.