Smart Escalation

How Smart Escalation Works

1. The AI reads each inbound email

Every message is analyzed before any reply goes out.

2. It detects a situation it shouldn't auto-handle

Legal threats, payment disputes, emergencies, and other complex cases are flagged instead of being answered automatically.

3. It holds back and alerts you by SMS

Rather than risk a wrong automated reply, CloseReply sends an instant SMS alert to your phone.

4. You step in personally

You take the sensitive conversation yourself, at the exact moment it matters — nothing important is handled by AI without you.

Why It Matters

Speed is everything for ordinary leads — but some emails are exactly the ones you never want an AI answering alone. A legal threat, a billing dispute, or an emergency needs a human, fast.

Smart Escalation is the safety net. It lets the AI move fast on routine inquiries while guaranteeing the high-stakes ones get routed straight to you by text, so you can respond personally before a small problem becomes a big one.

That balance — instant automation with a human hand-off when it counts — is what lets you trust the agent to run 24/7 without worrying about the one email that really shouldn't be automated.

Frequently Asked Questions

Which plan includes Smart Escalation?

Smart Escalation is available on the Pro plan ($499/month). It is not included on the Starter or Growth plans.

What kinds of emails get escalated?

Complex or high-stakes messages the AI shouldn't handle alone — for example legal threats, payment disputes, and emergencies.

How am I alerted?

You get an instant SMS alert to your phone so you can step in and handle the conversation personally.

Does the AI still reply while I'm alerted?

For escalated cases, CloseReply flags the message for you rather than sending an automated reply, so the sensitive conversation waits for your personal response.