Agents can escalate a guest ticket to a manager or address an issue by clicking the bell icon in the guest chat, enhancing follow-up and tracking. Escalated tickets are compiled in the "AI Escalations" section of the CRM inbox for easier access and management.
When the AI Assistant is activated, it will automatically escalate such scenarios and set a follow up reminder.
To manually escalate a guest ticket:
Click on the guest reservation ticket to open the guest chat.
Click on the bell icon (highlighted in red)
Set a follow up reminder (read more here)
Follow up with the escalated ticket in the CRM inbox, under the AI escalation tab
Upon activating a guest reservation ticket, the bell icon will turn completely red.
