Escalations and Human Intervention

Brixa handles most guest messages on its own, but sometimes it needs a person. There are two ways it asks: an escalation, which pauses the conversation and waits for your team, and a review flag, which lets Brixa keep replying while quietly asking your team to take a look. Here is where each one appears and what to do.

When Brixa asks for help, it's either an escalation that pauses the conversation and waits for your team, or a review flag that lets Brixa keep replying while asking for a second look. This article walks through finding both, 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.