Confidence & escalations
When ReplyBay escalates to you
The AI never argues with a customer on your behalf. Here is exactly when it steps aside.
Automatic triggers
Angry or distressed sentiment. Repeat contact about the same issue. Legal or chargeback language. Low confidence with no grounding. Over-quota months. And any customer who asks for a human, gets a human.
Priorities that mean something
Escalations carry a priority: P0 urgent on-call, P1 manager, P2 support team. Each priority can route to its own Slack or Discord channel and its own helpdesk agent or mailbox. Urgency is derived from confidence: the less sure the AI is, the louder it asks.
The escalations page
A dedicated view lists every flagged conversation with its urgency, confidence, reason, and risk flags. Resolve from there or jump straight into the thread. Escalated replies never count against your quota: asking for help is free.