What if the caller is angry or reports damage?
The AI is built to escalate. Complaints, damage, refunds, legal, or insurance issues trigger an immediate human handoff and a notification.
Sensitive situations are escalation-first. If a caller is angry, reports damage, asks about refunds, or raises legal or insurance issues, the AI is built to hand off to a human.
You receive a notification so someone on your team can take over or call back promptly.
Configure these triggers and handoff behavior in AI Secretary settings before you forward live traffic.
Transcripts and summaries remain available so the person who follows up has the full story without asking the customer to repeat everything.
Turn this guide into a working step
A help article becomes useful when you apply it to a real part of your operation. Open the matching dashboard page, make one small change, and verify the effect before moving to the next setting.
- Open the dashboard section named in the guide and compare what you see with the steps above.
- Use a realistic example from your business, such as one customer, one service, or one upcoming week.
- Ask a teammate to complete the same step and confirm they understand the result.
- Check notifications or the linked record afterward so the change is reflected where the team works.
If something looks different in your account
The exact label or placement can change when features are added or refined. Start by checking your plan, because some settings, channels, add-ons, and AI tools are only available after they are enabled for your company.
- Confirm the feature is active on your plan or add-on.
- Check whether the setting should be changed at company level, user level, or service level.
- Refresh the page and reproduce the issue once with a recent browser.
- Note the exact page, setting, and expected outcome before contacting support.
What to include when you need help
Write down the goal you wanted to accomplish, the steps you tried, the message or behavior you saw, and whether the problem affects one customer, one user, or the whole company. That context lets support connect the issue to the right setting instead of starting a generic investigation.
