Escalated Inbox Assistant Conversations

When Inbox Assistant escalates

Inbox Assistant escalates a conversation when it determines that human attention is required. Launch triggers include:

• The contact explicitly asks to speak with a person.
• The conversation contains a crisis or safety signal, such as a threat of harm to self or others.
• The contact sends an MMS message that Inbox Assistant cannot handle.

Not knowing an answer does not automatically create an escalation. Inbox Assistant may explain that it does not know and direct the contact to an appropriate resource instead.

• The conversation is marked as escalated in the inbox.
• The message that triggered the escalation may display an escalation label.
• Automated responses are paused so a staff member can take over.
• Mongoose alerts the appropriate staff members according to the inbox type and notification settings.

Find escalated conversations

1. Open the inbox.
2. Open the conversation filter or status menu.
3. Select Escalated.
4. Choose a conversation to review the trigger and respond to the contact.

Handle an escalated conversation

1. Open the escalated conversation.
2. Review the contact's message and the escalation reason.
3. Respond as a staff member or take the appropriate action outside Mongoose.
4. When human follow-up is complete, open the conversation's escalation control.
5. Clear the escalation.
1. When an escalated conversation is responded to in Mongoose, the escalation flag will automatically clear.
6. Resume Inbox Assistant only when automated responses should continue for this conversation.

Escalation and pause behavior

An escalated conversation may remain paused even after the escalation is cleared. Check the Inbox Assistant status in the conversation before expecting automated responses to resume. The Auto-Archive functionality is suppressed while a conversation is escalated or paused.