Engagement
Recovery & Escalation
Nothing goes quiet unnoticed: unanswered replies, stalled files and urgent cases escalate on their own.
The problem
The most expensive conversations are the ones that simply stopped. Nobody decided to abandon them; there was just no system watching for silence.
How it works
We define what silence means in each context — an unanswered reply, an incomplete file, an unbooked quote — and build sequences that pursue it politely, then hand it to a person with the history attached.
- Silence timers per stage and channel
- Escalating cadence with a firm stop rule
- Urgency detection for safety, legal or clinical language
- Handoff packets so the human starts informed
What's included
In the build
- Multi-touch follow-up across SMS, email and voice
- Stalled-file and abandoned-form recovery
- Missed-contact callback within minutes
- Escalation matrix by role, hour and severity
- Suppression rules to protect the relationship
Human in the loop
Every automation has an explicit handoff point. When confidence is low, the language is sensitive, or a decision needs judgment, the system stops and brings in a person — with the full history attached.
In practice
Conversations that went quiet became visible follow-up tasks, with each sequence stopping as soon as the person replied or a team member took over.
- Silence becomes a tracked event
- Urgent cases reach a human fast
Typical integrations
Continue exploring
Let's map what your team could automate next.
Book a consultation about recovery & escalation. We’ll map the current process, identify the repetitive steps, and explain what a practical first phase could automate.
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