Troubleshooting: AI Escalations & 'Needs You' Queue Management
Understand why Aura Bot escalates certain customer chats, how to prioritize the 'Needs You' queue, and best practices for human-agent handoffs.
- Learn the four main reasons Aura Bot escalates conversations to human staff.
- Manage and clear the 'Needs You' support queue efficiently during peak hours.
- Tune escalation sensitivity thresholds to prevent unnecessary handoffs for routine inquiries.
- Use the current conversation controls to allow assistant replies again after a staff member has finished.
Before configuring this feature, confirm that your store meets the following requirements:
Interface view for this workflow.
1. Prioritizing & Clearing the 'Needs You' Queue
Set a team routine for reviewing conversations that need attention. Do not rely on a notification alone to confirm a customer received a reply.
Filter by 'Needs You'
In the inbox, click on the 'Needs You' tab to display escalated threads.
Review AI Escalation Reason
Inspect the banner at the top of the chat detailing why the thread was escalated.
Reply & Resolve
Type your message to resolve the issue, then click 'Mark as Resolved' or 'Resume AI'.
Practical Business Scenarios
How leading merchants implement this functionality in daily operations:
Troubleshooting & Common Issues
Diagnose and resolve frequent failure points quickly:
Frequently Asked Questions
Can I adjust how easily the AI escalates to human staff?
Yes. In AI assistant > Guardrails, you can adjust the Escalation Sensitivity slider from 'Aggressive' to 'Conservative'.