How Replies and Escalations Work

When a message comes in, Jardine chooses the safest useful next step. This section explains what drives that decision.

What Jardine Checks First

1. What the customer is asking.
2. Whether trusted source material is available.
3. Whether routing rules allow Jardine to handle it.
4. Whether live account data is required.
5. Whether channel send settings allow delivery.

Common Outcomes

A thread usually ends in one of these states:

1. Reply sent.
2. Draft generated for review.
3. Clarifying question asked.
4. Escalated to a human owner.
5. Paused for approval.

Why Draft Mode Matters

Draft mode is the safest launch mode:

1. You see real behavior before customer impact.
2. You fix quality gaps with low risk.
3. You enable auto-send only where behavior is stable.

Why Escalation Happens

Escalation usually means one of these is true:

1. The case is sensitive by policy.
2. Confidence or grounding is weak.
3. Required account data is missing.
4. Human approval is required.

Ownership Rule

Each thread should always have a clear owner in Conversations: Jardine or a human.

If Behavior Feels Wrong

Tune in this order:

1. Source content quality.
2. Routing rules.
3. Connector mapping.
4. Channel send settings.

Next Step

Continue with Routing Overview.