Escalation
When the AI agent decides a ticket needs a person, MailAgent can forward it to a colleague — your support lead, an account manager, whoever should take over.
When a ticket is escalated
MailAgent's decision model reads every ticket and estimates how likely it is that a person is needed. A ticket is escalated when:
The customer needs a person — they are upset, explicitly ask for a human, or the question is beyond what the AI agent should handle. The AI agent tells the customer a colleague will follow up and stops replying in that thread.
There is no grounded answer — the AI agent could not find the answer in your documentation, so it does not reply at all.
The reply is uncertain (optional, see below) — the AI agent is not confident that no person is needed.
In every case the thread gets the ❗️ Action required label.
Forwarding
Setup:
Open the MailAgent sidebar in Gmail.
Click Escalation.
Enter the address escalations should go to.
Click Save.
The forward is sent from your mailbox. It explains why the ticket was escalated, shows the ticket's category, tone and urgency, what MailAgent knows about the customer, the latest messages and the reply the AI agent wrote, marked as sent or saved as a draft. Your colleague answers the customer with the Answer the customer button, which starts a clean email to them. Replying to the forward itself would send MailAgent's internal notes to the customer, so the forward says so.
A thread is handed over at most once a day, however often the customer insists.
In Draft Mode the forward is saved as a draft too, because draft mode never sends anything on its own.
If Telegram notifications are connected, escalations without a reply are also posted to your Telegram chat.
Reviewing uncertain replies
Tick Hold uncertain replies for review to add a safety net. When the AI agent is unsure whether a person is needed, it saves its reply as a draft instead of sending it, flags the thread and forwards it to your escalation address for review. Replies the AI agent is confident about are sent as usual.
This applies only when draft mode is off — in draft mode every reply is already a draft.
Turning it off
Clear the address and untick the review option, then save. Escalated threads are still flagged with ❗️ Action required.
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