When a shopper reports a wrong, missing, or damaged order, the AI chatbot now escalates the chat to a human agent right away. Your team handles these complaints directly, instead of the bot trying to resolve them alone.
A report of a wrong item, an item missing from the order, or damaged goods needs your team to investigate and decide what to do next. AI Agent now treats these complaints as a reason to transfer the conversation, rather than continuing with an automated answer.
This also covers a replacement or reshipment request caused by one of those defects. A shopper who only asks about your replacement policy can still receive a policy answer when that topic is enabled and your knowledge base has the information.
Open AI Agent settings, select the support channel, and check Auto Transfer. Choose the destination for handed-off tickets and the customer-facing handoff message, then save. The complaint detection uses that existing handoff configuration.
Related guide: Work Alongside Your AI Agent.
