Escalations

Documentation Index

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In one minute

Felicity escalates a conversation to your team when she cannot handle it confidently on her own. Escalations arrive in your inbox with a summary of the conversation so far and suggested next steps. Your job is to review, respond, and optionally hand back to Felicity when the issue is resolved.

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When Felicity escalates

Felicity will escalate a conversation in the following situations: No confident answer available If the resident’s question does not match anything in your knowledge base, Felicity will not guess. She will let the resident know that a team member will follow up and escalate the conversation. Sensitive or complex topics Certain topics are always escalated regardless of knowledge base coverage:

• Complaints or disputes.
• Legal matters, including notices or court proceedings.
• Safeguarding concerns.
• Financial hardship or vulnerability indicators.
• Anything involving personal safety.

Resident requests a human If a resident says they want to speak to a person (or words to that effect), Felicity immediately hands over without further questions. Repeated misunderstanding If Felicity and the resident go back and forth without reaching a resolution, she will escalate rather than continue a circular conversation. Module-specific triggers Each module has its own escalation triggers:

• Resident Desk - unknown intent after follow-up questions, contradictory information from the resident.
• Prospects - screening failures that need manual review, scheduling conflicts that cannot be resolved automatically.
• Maintenance - emergency or urgent repairs, issues requiring immediate landlord approval, contractor availability problems.

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What an escalation looks like

When a conversation is escalated, it appears in your inbox with an Escalated status badge. Opening it, you will see:

• Escalation reason - why Felicity escalated (e.g. “No knowledge base match for this question” or “Resident requested human contact”).
• Conversation summary - a brief recap of what the resident asked and what Felicity has done so far.
• Suggested next steps - what Felicity recommends you do (e.g. “Provide the resident with information about X” or “Review the repair request and approve the work order”).
• Full conversation history - every message exchanged, so you have full context.

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Handling an escalation

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Reducing escalations

The most effective way to reduce escalations is to improve your knowledge base:

• Review escalation reasons - if the same type of question keeps getting escalated, add a knowledge base article to cover it.
• Check for gaps - Felicity’s AI suggestions queue shows questions she has been asked but could not answer. Adding articles for these directly reduces future escalations.
• Keep articles current - outdated information can cause Felicity to give partial answers, which may lead to follow-up escalations.

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Escalation notifications

When a conversation is escalated, the assigned team member (or all team members, depending on your settings) receives a notification. You can configure notification preferences in Settings.

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Assigning escalations

If your team has multiple members, escalated conversations can be assigned to specific people:

• Automatic routing - configure task routing rules so escalations go to the right team member based on property, module, or topic. See Team and permissions.
• Manual assignment - any team member can reassign an escalated conversation to a colleague from the inbox.