Review and Escalation
Review and escalation are the operating practices that keep agent work accountable. Agents can answer routine questions, but some conversations should be reviewed by a person before a commitment is made or a sensitive issue is handled.
Use escalation rules to define when the agent should stop, ask for help, or route a conversation for human follow-up.
Why it matters
Support agents work best when they have clear boundaries. Review protects customer trust, gives your team visibility into unusual cases, and helps you improve agent instructions over time.
Escalation is especially important for refunds, legal or medical claims, account access, billing disputes, high-value customers, security questions, and any answer that depends on policy judgment.
What to review
- Conversations where the agent could not answer confidently.
- Requests that require account-specific action.
- Customer commitments, exceptions, or approvals.
- Sensitive personal, billing, or security topics.
- Patterns that suggest your knowledge is missing or outdated.