10 min · 4 steps
Decide when your team steps in
The agent handles everyday questions on its own and hands you the decision when money or sensitivity is involved.
The resultClear limits for discounts and refunds, and conversations reaching the right person at the right time.
Steps
- 1
Set autonomy and limits
Decide what the agent does alone and the discount and refund cap it never crosses.
- 2
Write escalation rules
When a conversation goes to a person, to which team, and who gets notified.
- 3
Review the Action Center
Every decision above the cap waits here with the facts you need: the customer, the order, the amount.
- 4
Follow up from the inbox
Handed-over conversations appear in the unified inbox across all channels.
Tips
- Start with low autonomy and raise it once you've seen the agent's decisions.
- The amount cap always overrides the autonomy level.
- Once a staff member takes a conversation, the agent stays quiet in it while they're present.
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