Does Relay escalate inquiries that require human attention?

Yes, Relay can escalate inquiries when necessary. If a customer request requires human intervention — whether due to complexity or customer preference — Relay will automatically escalate the issue according to your defined rules. You can set triggers based on specific keywords, request types, or situations. Additionally, if the customer explicitly asks to speak with a human agent, Relay can escalate the inquiry right away, ensuring a seamless handoff to your team.