Escalation
Learn when the Inrepli Agent escalates a conversation for human review, what triggers escalation, and what information is preserved for your team.
Escalation
The Inrepli Agent is designed to manage most inbound tasks without requiring a dedicated SDR. When the Agent can complete a task, it takes the appropriate action and records the activity in the Agent Log.
Some situations still require human judgment or direct human involvement. In these cases, the Agent escalates the Conversation so your team can review it and decide what to do next.
When the Agent Escalates
Frustrated Contacts
The Agent may escalate a Conversation when a Contact appears angry, frustrated, or unwilling to continue speaking with an AI Agent.
The Agent may also escalate when the Contact directly requests to speak with a person.
When this happens, the Conversation is assigned or sent for human review based on your Escalation Rules and Account Manager availability.
Unqualified Contacts Requesting a Meeting
A Contact may request a meeting even when they are marked as Unqualified.
If your settings do not allow Unqualified Contacts to be assigned automatically, the Agent will not provide meeting times immediately. Instead, the meeting request is escalated for human review.
Your team can then decide whether to approve the meeting, continue the Conversation, or take no further action.
Unknown Company
The Agent may be unable to identify or confirm the Contact's Company.
This can happen when the Contact does not provide enough information, uses an email address that is not connected to a Company, or provides Company information that cannot be confirmed.
When the Company remains unknown and the information is required for Qualification or Assignment, the Agent escalates the Conversation for human review.
What Happens After Escalation
When a Conversation is escalated, Inrepli keeps the full Conversation history and the information already collected by the Agent.
The escalation record can include:
- The reason for escalation
- The Contact's request
- Qualification and Verification results
- Available Contact and Company information
- Actions already completed by the Agent
- Relevant Conversation context
This gives your team enough information to continue the Conversation without repeating steps the Agent has already completed.
The escalation is also recorded in the Agent Log so your team can review when the escalation occurred, why it happened, and what action followed.