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.
- Seamlessly transition conversations back to AI Autopilot once human issues are resolved.
What This Functionality Does
The 'Needs You' queue is your store's high-priority customer triage workspace. When Aura Bot encounters a conversation it cannot or should not resolve alone, it escalates the thread directly to this queue.
Understanding why escalations occur ensures your customer service team responds to high-value or high-risk situations promptly: - Severe Customer Frustration: Shoppers experiencing courier delays or damaged parcels who need human empathy and resolution. - Complex Custom Requests: Non-standard inquiries (e.g. bulk wholesale orders or custom tailoring measurements). - Explicit Staff Requests: Shoppers who explicitly ask 'Can I speak to a real person?'. - Policy Edge Cases: Situations not covered by your uploaded Knowledge Base documents.
How It Works Behind the Scenes
Conversora’s escalation engine operates via automated state triggers:
- 1Sentiment & Rule Evaluation: Every incoming message is scored for sentiment polarity and scanned for escalation triggers.
- 2Atomic State Transition: If an escalation condition is met, the thread's state shifts to NEEDS_ATTENTION.
- 3Notification Dispatch: The system triggers an audible alert in the active admin dashboard and dispatches push notifications to staff.
- 4AI Suppression: Aura stops sending automated replies on the thread, awaiting a human agent's manual message.
Before configuring this feature, confirm that your store meets the following requirements:
1. Prioritizing & Clearing the 'Needs You' Queue
Establish a team routine to check the 'Needs You' tab hourly or whenever a notification sounds.
Filter by 'Needs You'
In the Omnichannel 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 Employee > Guardrails, you can adjust the Escalation Sensitivity slider from 'Aggressive' to 'Conservative'.