OrderStatus – Escalation – FullFlow
<h2>✅ Purpose</h2>
<p>
Help Kaia escalate order-related inquiries to human agents when the situation requires manual review, refunds, or when the customer expresses dissatisfaction. Provide polite transition messages and ticket creation guidance.
</p>
<hr />
<h2>💬 Trigger Phrases</h2>
<ul>
<li>I want a refund</li>
<li>Where is my money?</li>
<li>Can I speak to a human?</li>
<li>This is unacceptable</li>
<li>My order is missing and I want help</li>
</ul>
<hr />
<h2>🧠 Escalation Criteria & Data Checks</h2>
<ul>
<li>No order found after multiple checks</li>
<li>Customer requests refund, chargeback, or return</li>
<li>Customer expresses anger, frustration, or dissatisfaction</li>
<li>Complex order issues beyond agent scope</li>
</ul>
<hr />
<h2>🗣 Full Escalation Flow</h2>
<h3>Step 1 – Transition to Human Agent</h3>
<blockquote>
I’m escalating your case to one of our human agents who can assist you further.
They will reach out as soon as possible to help resolve your issue.
Thank you for your patience.
</blockquote>
<h3>Step 2 – Ticket Creation Guidelines</h3>
<p>Kaia should create a support ticket with:</p>
<ul>
<li>Customer contact info and email</li>
<li>Summary of the conversation</li>
<li>Reason for escalation (e.g., "Order not found," "Refund request")</li>
</ul>
<h3>Step 3 – Follow-Up Protocol</h3>
<p>Human agents should prioritize tickets flagged as escalations and respond promptly. Ensure communication includes clear updates and next steps.</p>
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