AI Account Escalation Routing Agent

How Cassidy automates account escalation using AI

Step 1: Trigger on inbound client communication

The Workflow activates when a new message arrives across any channel—email, Slack, helpdesk ticket, or client portal—and normalizes it into a unified account timeline.

Step 2: Detect intent, sentiment, and extract context

Cassidy analyzes the message to classify intent (performance issue, budget change, creative approval), score sentiment for urgency signals, and extract key entities like campaign names, platforms, and stakeholders.

Step 3: Enrich with account context from Knowledge Base

Cassidy pulls account data from your CRM and Knowledge Base—tier level, retainer value, SLA terms, VIP flags, renewal dates, and open projects—to build a complete picture of the client relationship.

Step 4: Calculate priority and assign SLA

Based on intent, sentiment, and account context, Cassidy auto-scores severity (P0–P3) and assigns the appropriate SLA clock—with tighter response windows for VIP accounts and critical issues.

Step 5: Route to the right owner

Cassidy routes the issue to the best-available team member based on skills, platform expertise, current workload, and availability—whether that's an Account Manager, PPC specialist, or Creative Director.

Step 6: Generate acknowledgment and next steps

Cassidy drafts a client-facing response with ticket ID, assigned owner, expected response time, and next steps—maintaining your agency's brand voice and tone.

Step 7: Escalate with Human-in-the-Loop approval

For high-stakes situations—scope disputes, compliance risks, or executive escalations—Cassidy flags the issue for human review before proceeding, ensuring judgment calls stay with your team.