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Cendra escalation rules define when AI agents should hand off conversations to human team members. When an escalation rule triggers, the conversation is flagged in the inbox for your team to handle — ensuring complex or sensitive guest issues get human attention.
Quick link: Open Agent Hub in Cendra — https://app.cendra.ai/agents — select your agent, then click the Escalations tab.

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How Escalations Work

Each escalation rule has two parts:
  1. Condition — what triggers the escalation
  2. Action — what happens when triggered

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Conditions

Escalation conditions determine when a conversation should involve a human:
ConditionWhen it triggers
AI Needs InfoAI needs additional information it can’t find in the knowledge base
AI Missing InfoAI cannot fully answer the guest’s question
Message has urgent tagGuest message matches an urgent tag
Message has non-urgent tagGuest message matches a non-urgent tag (for monitoring)
Additional conditions can be configured through custom tag matching — see Tags.

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Actions

When a condition triggers, Cendra takes one of two actions:
ActionBehavior
EscalateAI stops responding. The conversation is flagged for human review. No AI response is sent.
Answer and EscalateAI sends a response first (answering what it can), then flags the conversation for human follow-up.
“Answer and Escalate” is useful when the AI can partially help the guest but needs a human to complete the resolution.

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Creating an Escalation Rule

  1. Navigate to Agent Hub → your agent → Escalations
  2. Click Add Escalation Rule
  3. Select a condition from the dropdown
  4. Select an action (Escalate or Answer and Escalate)
  5. Save the rule

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Best Practices

  • Start with more escalations — when you first go live, escalate frequently. Reduce as you build confidence.
  • Use “Answer and Escalate” for common questions the AI can partially handle — this keeps the guest engaged while your team prepares a complete answer.
  • Combine with Tags — create tags for high-priority scenarios (complaints, maintenance, refunds) and set escalation rules that trigger on those tags.
  • Monitor the Dashboard — track escalation rates to identify patterns and improve your AI’s knowledge base.