Your AI One Stop Agent will automatically escalate certain emails to your nominated contact, in the following situations:
Negative Sentiment Detected
If the AI detects signs of stress, frustration, or other negative sentiment in a student’s message, it will automatically escalate the conversation for human follow-up.
Student Requests Additional Help
After the AI responds to a student, it will prompt the student with a quick feedback question: “Did this help?”
If the student selects “Need more help”, the conversation is escalated to your nominated contact for further assistance.
Custom Escalation Rules
You can define custom instructions for the AI to escalate specific types of inquiries.
For example: If a student asks about Financial Aid, direct them to abc.com and escalate the message.