Escalation keywords

Escalation keywords are the safety floor. When one appears, the concierge stops and the conversation goes to a person immediately.

The shared floor

Every template ships with roughly: lawyer, legal, complaint, refund, RERA, Dubai Land Department — and the Arabic equivalents: محامي، شكوى، استرداد.

Keywords are matched in both languages regardless of which language the rest of the conversation is in, because clients switch mid-sentence.

Add your own

Per-template additions are where the value is. An off-plan desk should add "cancel my booking" and "escrow". A lettings desk should add "eviction" and "deposit dispute".

What escalation does

• The AI stops replying in that conversation.
• The conversation is flagged and assigned by your rules.
• The full history stays visible, including everything the AI said before the keyword appeared.

Escalation is not a failure state. It is the feature working.