Email alert rules every AI support agent needs before go-live

Customers forgive a bot that knows when to stop.
They do not forgive a bot that traps them in a loop.

Alert on rules, not vibes

Email your team the transcript when:

• Confidence is low
• The user asks for a human
• Sentiment turns negative
• The issue is high risk
• Two clarification attempts fail

Write these into the playbook before launch.

Make the email useful

Every alert should include:

• Intent and priority
• Account or order identifiers
• Steps already tried
• Full transcript

Otherwise staff restart from zero and trust collapses.

Set follow-up SLAs by urgency

Examples:

• Billing lockouts: same business hour
• Standard account issues: end of day
• Feature how-tos already answered: no alert needed

AI creates speed only if humans finish the job by email or phone.

Test failure modes

Break the happy path on purpose in staging.
If the alert email is messy there, it will be worse in production.