1d • General discussion
Give Every Client One Escalation Path
Command note: An automation without an escalation path just fails politely.
Every client account will eventually hit something the workflow cannot handle. An angry reply, an unusual request, a lead who breaks the rules you wrote. What matters is whether a human hears about it in minutes or in weeks.
What an escalation path needs:
• One named person who gets the alert
• One channel they actually watch
• One clear trigger for when the AI hands off
• One deadline for a human response
Do it now:
1) List the three situations your automations should never handle alone — refunds, complaints, legal language
2) Pick the trigger for each — a keyword, a tag, a stage change, a sentiment flag
3) Route each trigger to a task or notification for a named owner
4) Set a time limit — if nobody acts in four hours, notify a backup
5) Test it on a sandbox contact and confirm the alert lands
A useful check: ask Claude to read through a sub-account's workflows and list every place a message goes out with no human fallback. Those gaps are your escalation backlog.
Automation handles the routine. Escalation handles everything else.
The best handoff is the one nobody has to think about.
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Give Every Client One Escalation Path
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