When Brixa Asks for Human Help
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.
Escalations: Brixa pauses and waits
Brixa escalates a conversation when it needs a decision only your team can make — an upset guest, a special request, a change to a booking that already has a hold in place.
- In your inbox at app.brixa.ai. Escalated conversations show a shield icon — red for urgent cases, amber for standard ones. Hover over it to see why the conversation was flagged.
- By email. Your team receives an email notification when a conversation is escalated, so nothing depends on someone happening to be watching the inbox.
- Inside the conversation. A banner reads "Manual Review Required" and tells you in plain language what happened, what to do next, and when it was flagged. The composer carries the same tag for as long as the conversation is paused. If Brixa support asks for the technical details behind an escalation, click the wrench icon on the banner: it reveals the escalation codes, internal labels and context, with a Copy button you can paste into your support message.
Use the Escalated filter to see everything that needs a look in one list, most urgent first. A red shield 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 shield means the conversation needs a decision or a review but is less time-critical.
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.
Review flags: Brixa keeps going, but wants a second look
Some situations don't need automation to stop — they just deserve a person's eyes when convenient. Brixa flags these for review while it keeps replying to the guest as normal.
- In your inbox at app.brixa.ai. Flagged conversations show a muted flag icon, separate from the shield used for escalations. Hover over it to see why the conversation was flagged.
- By email. Your team gets notified so someone can take a look when convenient — there's no urgency the way there is with an escalation.
- Inside the conversation. A neutral banner reads "Flagged for review" and shows when the flag was raised. Nothing is paused: Brixa keeps sending replies to the guest while the flag is up, and there's no composer tag.
From the banner you can:
- Dismiss the flag once you've seen it and there's nothing more to do.
- Escalate the conversation if, after looking, you decide it needs a person to take over. This turns it into a full escalation and pauses automation the same way as above.
If a flag has disappeared by the time you get to it, the conversation moved on without needing you — nothing further is required.
The Escalated filter in your conversation list includes both escalations and review flags, so you can see everything that needs a look in one place.
What to do
- For an escalation: open the conversation, read the banner and the guest's recent messages, handle the situation, then resume automation.
- For a review flag: hover over the flag icon to see why it was raised, open the conversation and read the guest's recent messages, then dismiss the flag or escalate if it turns out to need a takeover.
For the full step-by-step, see Handling Cases That Need You.