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Handling Escalations

One of Maxina AI's most powerful features is its ability to know when it needs help. This guide walks you through the complete escalation flow — from AI pause to resolution.

What Triggers an Escalation?​

The AI will automatically escalate a conversation when it detects:

TriggerExample
😤 Customer frustration"This is ridiculous! I've been waiting 2 weeks!"
💰 Refund/pricing requests"I want my money back"
❓ UncertaintyThe AI can't find relevant products or policies
📋 Out-of-scope requests"Can I visit your warehouse?"

End-to-End Escalation Flow​

Here's what happens from the customer's first message to resolution:

Step-by-Step: Providing Guidance​

  1. Open your Inbox — look for tickets with the Awaiting Supervision badge
  2. Open the ticket — read the full conversation and the AI's reason for escalating
  3. Write your instruction — this is internal (the customer won't see it)
    • Example: "Apologize for the delay. Offer free express shipping on their next order."
  4. Click "Provide Guidance" — the AI crafts a response using your instruction and sends it
  5. The ticket returns to Active state — the AI resumes handling the conversation
info

Your instruction shapes the AI's response, but the AI writes the actual message in the customer's language, with the right tone and emojis. You give the strategy; the AI handles the delivery.

Step-by-Step: Taking Over​

Sometimes you'll want to respond directly:

  1. Open the ticket in your Inbox
  2. Click "Take Over" — the AI is immediately disabled for this ticket
  3. Type your messages directly — they're sent to the customer as-is
  4. When done, either:
    • Click "Return to AI" to let the AI resume
    • Click "Resolve" to close the ticket

Best Practices​

For Guidance​

  • ✅ Be clear and specific: "Offer 10% off product X" > "Handle it"
  • ✅ Include tone direction: "Be empathetic, the customer is upset"
  • ✅ Provide boundaries: "Maximum 15% discount, no full refunds"

For takeover​

  • ✅ Use when the situation requires personal attention
  • ✅ When you take over for a tricky situation, consider returning to AI once the sensitive part is resolved
  • ✅ Always resolve the ticket when the conversation is truly done

Escalation Notifications​

Currently, escalated tickets appear in your Inbox under the Awaiting Supervision filter. You can check this periodically throughout the day.

tip

Pro tip: Make a habit of checking the "Awaiting Supervision" tab every hour. The faster you respond to escalations, the better the customer experience.

Next Steps​