Escalations and Human Intervention

Brixa handles most guest messages on its own, but some conversations need human judgment — an upset guest, a special request, a decision only your team can make. When that happens, Brixa flags the conversation for you and waits. Here is where those conversations appear and what to do with them.

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.

Sometimes a conversation reaches a point where Brixa can't move it forward on its own — the guest can't be reached on the channel, or the matter was settled outside Brixa. Here's how to recognize these situations and leave the conversation in good order.