Handling Cases That Need You

When Brixa escalates a conversation, it waits for a person on your team to review it, respond, and hand it back. This article walks through finding those conversations, understanding what happened, and resolving them cleanly.

Finding conversations that need attention

1. Sign in at app.brixa.ai and open your conversation list.
2. Escalated conversations are marked with an alert indicator — red for urgent cases, amber for standard ones. Hovering over the indicator shows why the conversation was flagged.
3. Use the filter for conversations in human-agent mode to see only escalated conversations, with the most urgent and oldest cases first.

You'll also receive an email notification when a conversation is escalated, so nothing depends on someone watching the inbox.

Reviewing what happened

Inside the conversation, a banner shows why Brixa asked for help, how urgent it is, and when it was flagged. Before acting, get the full picture:

• Read the guest's recent messages to understand what they actually want.
• Check what Brixa already replied or drafted. In some cases you'll find a suggested reply waiting that you can edit and send.
• Review the booking details and any quote in the conversation, so your answer matches what the guest was offered.

Resolving the case

What resolution looks like depends on the reason for the escalation:

• Reply to the guest. Write your own message or start from Brixa's draft. Sending manually always works, even while the conversation is escalated.
• Decide on a change. For modifications to a confirmed booking, accept or decline the change in the conversation. Either way, review the reply to the guest before it goes out so it says what you intend.
• Fix the underlying issue. If the escalation came from missing or wrong information — booking details, availability, a PMS problem — correct it first so the same issue doesn't recur.

When the case is handled, use the option to resume automation in the conversation. Brixa takes the conversation back, and paused follow-ups are re-evaluated so the guest isn't forgotten.

Escalating a conversation yourself

You can also put any conversation into human hands manually — useful when you're negotiating something special or you know a guest needs personal treatment. Add a short reason so colleagues understand why automation is paused.

Good habits

• Respond to urgent cases within minutes — the guest is usually waiting.
• Before resuming automation, make sure the guest's last message has an answer and the booking details are correct, so Brixa continues from a clean state.
• Don't leave conversations escalated indefinitely; while escalated, Brixa won't reply or follow up automatically. If a conversation truly can't continue, see When a Conversation Can't Continue Automatically.