An escalation moves a conversation from Augustus to a named person on your team. It happens in the same WhatsApp thread, and the customer is told a person has picked it up.
Built-in triggers
- Customer request
- The customer asks to speak to a person.
- Discount request
- Any request for a lower price, unless you have given Augustus discount authority within set limits.
- Price dispute or complaint
- The customer disputes a price, an order or the service received.
- Legal or medical questions
- A lawyer is mentioned, or a question sounds legal or medical.
- Unknown answer
- The question is not covered by your approved information.
Rules you set
- Qualification thresholds: for example, hand over every enquiry above a set quantity or budget.
- Routing: which salesperson, branch or department receives each kind of hand-over.
- Hours: Augustus always on, or only outside your working hours.
The hand-over summary
The person receiving the conversation gets what the customer asked, what Augustus answered, what is still open and which trigger caused the escalation. The summary is written when the hand-over happens, and the full conversation stays in the thread.