Hand sensitive questions to your staff

Your agent handles the routine; anything that needs a clinician or a careful human touch goes to your team, immediately and politely.

Good for

• Clinics
• Dental and dermatology
• Pharmacies and labs

The situation

In a clinic, some questions must never be answered by an AI: “Is this dose safe with my other medicine?”, “Is this rash serious?”, a test result, or an angry complaint about a doctor. You want the agent to recognize these, say so honestly, and bring in a person, without leaving the patient in silence.

How it works

CustomerAsks a medical or personal question

tkanaExplains a staff member will answer, and escalates

Your teamGets an email and sees the chat under Needs attention

Your teamTakes over, replies, and hands back when done

Sensitive question to a person

What the conversation looks like

Customer: I started the cream the doctor prescribed and my skin is burning. Should I keep using it?

Agent: Thank you for telling us. I can’t advise on medication, so I’ve passed your message to our medical team, and someone will reply to you here shortly. If the burning is severe, please call the clinic directly.

(A nurse takes over the conversation.)

Clinic: Hello Noura, this is Hala from the clinic. Please stop the cream for now. Dr. Sami will call you within the hour.

What you switch on

1. Write your red lines in Additional Guidelines, in plain language. For example: “Never comment on symptoms, test results, medication, or dosage. For any of these, say a staff member will reply.” See Write your content, FAQs, and guidelines.
2. Set your escalation rules. Escalation is installed by default. Add Additional escalation criteria such as “Escalate any question about side effects, test results, or pregnancy.” See Set your escalation rules.
3. Choose who is alerted. Escalation emails go to the members of your workspace. Check Settings > Members, and use roles to control who can open conversations. See Control what your team can do with roles.
4. Route refill requests and worrying replies to your team. Add a rule to Additional Guidelines such as “If a patient asks for a prescription refill or describes a worsening symptom, open a ticket for the medical team and tell the patient the clinic will contact them.” Check that Support tickets has a Support team email.
5. Keep some patients away from the agent entirely, if you wish: add a tag such as “VIP” or “Staff” to Excluded customers. See Stop automatic replies for some customers.

What your team sees

• The conversation marked Escalated, with a short reason, pinned under Needs attention in Conversations, and an email with the patient’s name, phone number, and the reason. See Understand escalation.
• Take over in the conversation’s Details to reply yourself. The agent stays quiet until you hand it back with Resume AI now or by assigning it to the agent again. See Reply to a customer and hand the conversation back to the AI.
• Internal notes your team can leave on the conversation, which the patient never sees. See Send templates, files, and internal notes.

Tips and limits

• The agent does not promise a response time after escalating. It keeps the patient company and answers simple questions until a person replies.
• Replies from your team on Telegram are saved in the thread but not delivered to the patient’s Telegram yet. For clinics, WhatsApp is the better channel for conversations that may need a person.
• If your whole team prefers to answer during the day, set the agent to Only outside working hours. See Choose when your agent replies.

Tip

Test your red lines in Try your agent with the exact questions your reception hears most, and adjust the wording until the agent escalates every one of them.