When Ernest sends a conversation to you

Ernest does not guess. If Ernest cannot find the answer in your content, Ernest sends the conversation to your team. This is an escalation.

What Ernest does

Ernest tells the customer that a person will answer. Ernest asks the customer for an email address. Then Ernest sends you an email.

The email contains the question and a link to the conversation.

Where to find these conversations

1. Click Inbox.
2. Click Needs you.

This list shows the conversations that wait for you.

Answer the customer

1. Open the conversation.
2. Read the question.
3. Type your answer in the box at the bottom.
4. Click Send reply.

Stop the same escalation

An escalation shows that your content does not answer a question. Add the answer to a knowledge source. Then Ernest answers this question without you.

Refer to Customer insights to find the questions that repeat.