When the Cents Assist AI agent cannot help a customer resolve an issue, an escalation SMS and email will be sent to the business owner with information regarding this issue.

To access these escalations, click into the "Messages" tab in the Business Manager.

Next, click the "Escalations" tab. All SMS messages that have been escalated will display here.

Click into a message and view the escalation message that triggered a support request.

Once the escalation has been resolved, click the "Resolve" button displayed on the right hand side of the escalation. This action will remove the escalation from this section.

To see how Escalations in the Business Manager work in real time, please view the video below: