When Brixa Asks for Human Help

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.

Where escalated conversations appear

• In your inbox at app.brixa.ai. Flagged conversations are marked with an alert indicator — red for urgent cases, amber for standard ones. Hover over the indicator to see why the conversation was flagged.
• By email. Your team receives an email notification when a conversation needs attention, so nothing depends on someone happening to be watching the inbox.

Use the filter for conversations in human-agent mode to see everything waiting for your team in one list, most urgent first.

How urgency is shown

A red indicator means a guest is likely waiting right now — for example, they asked to speak with a person. Open these first and aim to respond within minutes. An amber indicator means the conversation needs a decision or a review but is less time-critical. Either way, the banner inside the conversation tells you why it was flagged and when.

What happens while a conversation is escalated

An escalated conversation stays in human hands until someone on your team hands it back. During that time, Brixa does not send anything to the guest automatically and scheduled follow-ups are paused. You may still find a suggested reply waiting for you to edit and send, and you can always reply yourself.

What to do

1. Open the flagged conversation and read the banner and the guest's recent messages.
2. Handle the situation — reply, make a decision, or fix whatever information was wrong.
3. Resume automation so Brixa picks the conversation back up.

For the full step-by-step, see Handling Cases That Need You.