Problem statement
- There is currently no centralized place to view or track which guest messages Inbox AI has escalated to the team
- The only notification is a push alert to team members' devices
- If a team member misses the push notification (e.g., device off, notification dismissed, not monitoring 24/7), there is no way to check whether a message was escalated
- Escalated messages can easily be missed or lost among regular Inbox conversations
Current workaround
There is no effective workaround. Teams have no way to retroactively check which messages were escalated by Inbox AI.
Impact
- Delayed guest responses to time-sensitive issues
- Missed urgent escalations that require human attention
- Team confusion about whether Inbox AI will respond or if human follow-up is needed
- Operational risk when relying solely on push notifications
Proposed solution
Add a dedicated "Escalations" tab in the Inbox (visible for properties using Inbox AI) that displays all messages escalated by Inbox AI. This would function similarly to other Inbox filters but be specifically scoped to AI escalations.
Unlock
- Team members can respond to important escalations much faster
- Clear visibility into which messages require human attention
- Eliminates confusion about whether Inbox AI will handle a message or if the team needs to step in
- Provides a safety net when push notifications are missed