Ai Escalations

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How Escalations Work

• Escalations can be enabled or disabled globally.
• When enabled, the AI continuously checks each conversation against the escalation rules.
• If a rule is triggered:
  • The AI pauses its responses.
  • The conversation is escalated to your team.
  • A human can continue the interaction manually.

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Built-in Escalation Rules

Visito provides several built-in rules that cover the most common escalation scenarios:

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1. Physical Object or Service

Triggered when:

A customer is requesting a physical object or a service that the AI cannot provide.

Example:

• “Can you send me the keys?”
• “I want to buy this product and have it delivered today.”

This prevents the AI from committing to actions it cannot perform.

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2. Context Missing

Triggered when:

The AI does not have enough information to answer correctly.

Example:

• The user asks about a booking, but no booking data exists.
• The request is ambiguous or lacks required details.

This avoids incorrect or misleading responses.

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3. Talk to Human

Triggered when:

A customer explicitly asks to speak with a real person.

Example:

• “I want to talk to a human.”
• “Can someone from your team help me?”

This ensures a smooth transition when the user requests human assistance.

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Custom Escalation Rules

You can also create custom escalation rules using keywords or phrases. Example use case:

• Invoice request (Invoice)
  • Rule: When a guest asks for an invoice or factura, escalate the conversation.
  • Result: The AI pauses the conversation and notifies a human so the invoice can be reviewed, generated, and sent correctly.

Custom rules give you full control over which scenarios require manual review.

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When to Use Escalations

Escalations are ideal when:

• A human must approve or complete a process
• Legal, financial, or sensitive topics are involved
• The AI should never fully complete the request on its own
• You want safety and control without blocking automation entirely

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Escalations vs Rules & Tone

• Escalations → Transfer the conversation to a human.
• Rules & Tone → Control how the AI responds without involving a human.

In many cases, both can be used together for maximum control.

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Best Practice

We recommend enabling escalations and starting with the built-in rules, then adding custom rules for your specific business workflows. This gives you a safe, scalable balance between automation and human oversight.