Manager call reasons (escalation rules)

Manager call reasons are the topics or situations where Solwees should stop handling a request and pass it to your team. Configure them at app.solwees.ai/ai-assistant/metadata, in the Additional fields > Manager call reasons section.

Add one reason per line. Examples that work well: 'Booking VIP areas, Bali beds, or poolside tables (deposit required)', 'Private events, weddings, or corporate party requests', 'Customer complaints or service issues', 'Inquiries about yacht parking or premium transfer services', 'Anything involving a refund', 'Allergy or medical concerns we haven't documented'.

When the conversation matches a reason, Solwees stops responding, marks the chat or call for handover, and notifies your team via push in the Solwees mobile app and SMS to the on-duty staff member. The customer sees a friendly 'a manager will be with you shortly' message.

If an active phone call is routed to a manager, the handoff is one tap. Solwees transfers the active call to the manager's mobile, hands over the live transcript, and silently exits. The manager picks up the conversation; the AI is no longer in it.

Pair this with sentiment escalation, which kicks in automatically. Solwees catches frustration cues (repeats, ALL CAPS, complaint words) on its own and hands off without you having to spell those out as a reason. Your reasons are the topic-based net; sentiment is the safety net.