AI Acquisition
All Collections
AI SDR
Understanding AI SDR Escalations

What Are Escalations?

When the AI SDR receives a reply it can't confidently handle, it escalates the conversation for human review. Escalated threads appear in the "Needs Attention" section of your AI SDR inbox with a colored banner showing why the escalation occurred and a confidence score.

The AI pauses all automated responses until you review and take action. This prevents inappropriate replies and gives you control over sensitive or complex situations.

How to Access Escalated Threads

Navigate to Dashboard > AI SDR Inbox > Needs Attention in the sidebar. Escalated threads display a red badge and show the escalation reason when you open them.

Types of Escalations

Security Threats

What it means: The prospect's reply contains potential AI manipulation attempts (prompt injection) or hostile/threatening language.

Confidence: 95-100%

Example reasons:

  • "Security: Prompt injection attempt"

  • "Hostile or threatening response"

Do NOT respond to security escalations. Mark the thread "Not Interested" and add the contact to your Do Not Contact list. Engaging with these replies creates legal and safety risks.

Future Follow-Up Requests

What it means: The prospect wants to connect more than 24 hours in the future (e.g., "Call me in November"). The AI can only schedule immediate meetings within a 24-hour window.

Confidence: 80-100% (higher when timeframe is explicit)

Example reasons:

  • "Prospect requested follow-up in November - requires scheduling beyond 24-hour window"

  • "Prospect mentioned future follow-up"

Respond manually with a confirmation that you'll follow up at the requested time. Update your CRM to set a reminder for the future date. Mark the thread "Interested" to track the lead.

Platform or Channel Switch Requests

What it means: The prospect wants to communicate via a non-email channel like WhatsApp, LinkedIn, or phone.

Confidence: 90-100%

Example reasons:

  • "Platform switch request: WhatsApp"

  • "Prospect requested LinkedIn connection"

Acknowledge the request and switch to their preferred channel manually. Mark the thread "Interested" and note the channel change in your CRM.

What it means: The prospect sent their own scheduling link (Calendly, Acuity, etc.) instead of using yours. The AI can't book meetings in external systems.

Confidence: 95%

Example reasons:

  • "Prospect provided booking link - requires human to book in their calendar"

Review and verify the link, then book manually using their system. Reply to confirm the meeting and mark the thread "Meeting Booked."

Complex Requirements or Questions

What it means: The prospect asked detailed questions about pricing, technical features, or custom needs that aren't covered in your knowledge base.

Confidence: 70-90%

Example reasons:

  • "Complex requirements: Custom pricing discussion"

  • "Insufficient context to answer prospect questions"

This often indicates a warm lead. Provide a tailored response using your knowledge base or escalate to sales for advanced questions. Mark "Interested" and prioritize these conversations.

You can reduce these escalations by populating your knowledge base with common questions and answers.

Frustration or Negative Sentiment

What it means: The prospect expressed frustration, anger, or negative sentiment about previous interactions.

Confidence: 80-95%

Example reasons:

  • "Prospect expressed frustration"

  • "Negative sentiment detected"

Respond with empathy to de-escalate the situation. Acknowledge their frustration and offer to help (e.g., "I apologize for the inconvenience. Can we schedule a quick call to resolve this?"). Mark based on whether you can salvage the relationship.

Calendar or Integration Errors

What it means: Your calendar integration is disconnected, preventing the AI from checking availability or booking meetings. This affects all threads, not just one conversation.

Confidence: 100%

Example reasons:

  • "All external calendars are disconnected"

  • "Calendar connection error"

Reconnect your calendar in Settings > Integrations. You don't need to respond to prospects for this issue—just dismiss the banner after fixing the integration.

Best Practices for Handling Escalations

  • Respond quickly: Reply within 2-4 hours for positive escalations (complex questions, future follow-ups) to maintain momentum with warm leads.

  • Prioritize by confidence: Address escalations with confidence scores above 90% first—these are the most accurate detections.

  • Populate your knowledge base: Adding FAQs and detailed answers can reduce complex requirement escalations by 20-30%.

Handling False Positives

Occasionally, the AI may escalate a thread unnecessarily (e.g., detecting a booking link in an email signature). If you determine an escalation was incorrect:

  1. Dismiss the escalation banner by clicking the X

  2. Re-enable AI responses by unchecking "Disable AI SDR" if needed

  3. The AI will resume automated handling of the thread

Was this helpful?