When does Seth escalate?
Seth hands a call to your team in three cases:
The caller asks for a person.
One of your rules says to escalate.
What happens next depends on how you set up escalation.
How do I set up escalation?
Go to Seth AI support in the navigation and open Escalating to your team. If something is missing, a label next to the title tells you, like No business hours or Add a phone number.
Can Seth transfer callers to your team?
Pick one:
No, Seth creates a ticket: Seth never transfers. Every escalation becomes a ticket for your team.
Yes, during business hours: Seth transfers while you're open. When you're closed, he tells the caller the team is offline and creates a ticket.
Yes, any time: Seth always transfers.
For a transfer, add your team's number under Transfer to. If nobody picks up, Seth tells the caller he couldn't get through and creates a ticket instead.
For business hours, click Edit and set the hours for each day. Times are in your store's time zone. Until you add hours, Seth creates tickets.
Tickets
Seth creates a ticket when you don't transfer, when you're closed, or when a transfer doesn't go through. Three settings:
Seth tells callers you'll reply within: the time Seth promises the caller, like 24 hours.
How does your team reply?: By email or Callback. This decides what Seth asks the caller and what he promises them.
More options
When asked for a human, Seth should: Try to resolve first or Escalate immediately. More on this below.
How Seth hands the call over: with a Cold transfer the caller goes straight to your team, and your team sees the caller's number. With a Warm transfer Seth calls your team first, explains who's calling and why, then connects the customer. Your team sees Seth's number.
With a warm transfer you can also write How Seth should brief your team, and choose to Let the customer hear the briefing.
What Seth asks before creating a ticket
Seth only asks for what your team needs and what he doesn't know yet, one question at a time:
What they need help with, and the order number if it's about one order.
Their name. Seth skips this when the caller's phone number matches a customer in Shopify.
Anything extra a rule asks for, like a PO number.
How your team can reach them.
When your team replies by email
Seth first looks up the caller's email in Shopify by their phone number. If he finds none, he asks for it and spells it back to confirm.
If the caller won't give an email, Seth asks once more. After a second no, he says the team has their message. He doesn't promise a call back. The ticket still has their phone number, so your team decides how to reply.
If the caller asks for a person at this point, Seth says the team can't take the call right now, but they'll email them back.
If the caller asks for a call back, Seth says the team will call them back on the number they're calling from.
When your team replies with a callback
Seth doesn't ask for an email. He says the team will call the caller back on the number they're calling from. If the caller wants the call on another number, Seth asks for it and reads it back.
What does a ticket look like?
Seth sends the ticket when the call ends, so it has everything the caller said during the call.
When the ticket includes the customer's email, you can reply to the email and your message goes straight to their inbox.
You can track how often Seth escalates in the Analyze tab.
Send certain calls somewhere else
Want wholesale questions to go to sales, or one kind of call to one teammate? Write a rule and set it to Escalate. A rule can send the call to your team, to its own email address, or to a person's phone. See How to use Rules for Seth AI support.
When asked for a human, Seth should...
Under More options you choose what Seth does when a caller asks for a person:
Try to resolve first (recommended): Seth keeps helping and only hands over if the caller asks again or it's something Seth can't do.
Escalate immediately: Seth transfers or creates a ticket right away.
We recommend Try to resolve first. Callers who ask for a person often don't know what Seth can do. When Seth says he can fix it, many callers explain the issue and Seth solves it.