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AI Escalation Keywords

AI Escalation Keywords help you identify high-intent conversations in real time while your AI Sales Assistant is engaging with customers. By defining specific words or phrases, you can automatically flag important conversations and ensure your team steps in at the right moment to take over and close deals.

How It Works

You can configure keywords or phrases that trigger an automatic escalation when a customer uses them in a conversation.

When a keyword is detected:

  • The associated up sheet is automatically moved to the “AI Escalated” tab (found under the Up Sheets section)
  • The conversation is flagged for immediate team review
  • Your team can quickly step in and take over the conversation from AI

Example Keywords You Can Use

You can customize these based on your business needs, but common examples include:

  • price
  • pricing
  • ready to buy
  • can I purchase
  • speak to a manager
  • manager
  • finance options
  • available now
  • book today
  • take payment

👉 Tip: Use phrases your customers naturally say when they are close to making a decision or need human assistance.

How to Set It Up

  1. Go to your Admin Settings
  2. Open AI Sales Assistant Settings
  3. Select CRM Assistant
  4. Scroll to Follow-Up & Escalation
  5. Add your desired keywords and phrases

  6. Save your changes

Why This Matters

Using AI Escalation Keywords helps your team:

  • Quickly identify high-intent leads
  • Ensure no urgent conversations are missed
  • Improve response timing during critical buying moments
  • Increase conversions by stepping in at the right time
  • Balance automation with human intervention effectively

Best Practices

  • Use short, intent-driven phrases customers naturally say
  • Avoid overly generic words that may trigger too often
  • Regularly review escalations to refine your keyword list
  • Align keywords with sales outcomes (buying signals, urgency, objections)

Summary

AI Escalation Keywords give you control over when AI should hand off a conversation to your team. By setting the right triggers, you ensure that high-value opportunities are never missed and your team can engage exactly when it matters most.