When no policy covers a case

When a customer raises a case your Charter does not cover, the AI does not improvise. It collects the full context and sends the case to your team, in your helpdesk, with everything you need to decide. It does not go to a Human Node: without a policy, a Human Node would have no rule to follow either.

What a case without a policy looks like

The AI understood what the customer wants, and your policy has no answer for it. For example, a customer proposes an influencer collaboration, and your store has no policy for influencer requests. The AI has the context. What is missing is a rule.

This is different from two other situations:

• Missing information. When the AI does not yet have a fact it needs, it keeps investigating, and asks the customer if necessary. Missing information alone is never a reason to escalate.
• A request outside your policy. When your policy covers the case and the answer is no, the AI says so itself. See When a request is outside your policy.

What reaches your team

Before sending the case, the AI collects everything it would collect to resolve it. In your Gorgias, the ticket is tagged Razviel: Escalated, assigned, and carries an internal note in the same format as every escalated ticket:

• the customer;
• the product and the order;
• what happened;
• which rule applies, which here is none;
• what was already done and agreed with the customer;
• why it came to you.

You decide without investigating from zero. The note does not suggest a setting to change, because no limit caused the escalation. The same ticket in your Razviel dashboard explains how the case was handled and, for the same reason, offers no change to apply.

Close the gap

A case without a policy keeps coming to you until you write a rule for it. To cover it, tell Aria how you want that kind of case handled. From then on, those cases follow your new rule. See Change your policy.

The more cases your policy covers, the fewer come to your team. A case that reaches you because no policy covers it is Razviel working as designed, not an error.

New kinds of cases

When a new kind of case is added to Razviel after your setup, it starts as not yet configured for your store. Until you set it up with Aria, those tickets come to your team.