Escalations ensure that guests are directed to and assisted by a human whenever the AI is unable to provide an answer or when the guest specifically requests to speak with an agent.
What are escalations?
Escalations are created when the Virtual Concierge does not have enough information to respond to a request, when the host has configured a guideline to escalate specific situations (such as extension or availability requests), when the
Virtual Concierge cannot or should not handle the guest’s request (for example, maintenance issues), or when the guest requests human assistance.
When this happens, the message automatically generates a ticket in the Comms Hub.
This ticket represents an action request for the responsible team and can be notified via WhatsApp, email, or both, depending on the account configuration.
The system allows you to define a default escalation contact as well as additional rules that route escalations to different contacts based on the time, day of the week, or property.
Escalation Configuration
The escalation configuration process follows these steps:
Define a default escalation contact
Register escalation contacts
Create additional escalation rules
Each step is explained below, along with the area of the system where the configuration is completed.
1. Define a default contact
The default contact is responsible for receiving all escalations when no specific rule applies.
Step by step:
Open the side menu.
Click AI & Messages.
Select AI Escalation Settings.
Choose the notification channel (WhatsApp, email, or both).
Enter the phone number and/or email address.
Save the configuration.
2. Register escalation contacts
Before creating specific rules, you need to register the contacts that can be used in those rules.
Step by step:
Open the side menu.
Click AI & Messages.
Go to Escalation Contacts.
Click Add Host Contact.
Enter the contact name (e.g. Reservations, Night Shift, Ana).
Select the notification channel (WhatsApp or email).
Enter the phone number or email address.
Click Create.
3. Create additional escalation rules
Additional rules allow you to route escalations to specific contacts based on working hours, days of the week, or properties.
Step by step:
Go to AI & Messages in the side menu.
Click AI Escalation Settings.
Scroll to the bottom of the page.
Click Add Escalation Contact.
Enter a name for the rule.
Select a previously registered contact.
Choose whether the rule applies to all properties or only selected properties.
Configure the operating hours.
Select the days of the week.
Complete the AI Response Instructions field.
Click Create.
Note regarding overnight hours: Rules that span midnight must be split into two separate rules. Example: 20:30–23:59 and 00:00–09:00.
Weekday and weekend rules
When service hours or teams differ between weekdays and weekends, separate escalation rules must be created for each period. Even if the contact is the same, the rules must be configured individually to ensure that escalations are correctly routed according to the day.
AI Response Instructions
The AI Response Instructions field provides guidance on how the AI should formulate the message sent to the guest when an escalation occurs.
This text is not sent verbatim. Instead, it serves as a basis for the AI to explain the situation to the guest, including service hours, expected response times, and instructions in case of an emergency.
When an escalation is created, the system first checks whether any specific rule applies. If no rule is valid for that scenario, the escalation is automatically sent to the default contact.