Setting Amy's escalation rules

Escalation rules are how you tell Amy when to bring in a person and how to do it. Amy always tries to resolve the call herself first — she'll book, answer, or verify if she can. Only when she can't, or when you've told her to, does she hand off. You set all of this in plain language under Settings → Amy.

How Amy decides to escalate

Every call runs through the same simple order:

1. Amy tries first. She'll attempt to handle the request — a booking, a question she knows the answer to, an insurance check — before she ever considers a hand-off.
2. She checks the built-in guardrails. Clinical, emergency, or unsafe requests go to a human automatically.
3. She checks your rules. If the call matches something you flagged, she escalates the way you chose.
4. She hands off cleanly. Amy captures the details, tells the caller what happens next, and routes it — she never just drops the call.

Choose where a hand-off goes

For each rule, you pick what Amy does when it triggers:

• Live transfer. Amy rings a phone you choose — a front-desk line, a cell, or an on-call number — and passes the caller over with a quick summary.
• Take a message. Amy collects the caller's name, number, and reason, then creates a task so your team can call back.
• Create a task only. For non-urgent items, Amy logs it to What needs to get done without interrupting anyone live.

Add your own escalation rules

After-hours behavior

Amy answers 24/7, so your rules can behave differently when you're closed. A common setup is to transfer true urgencies to an on-call phone after hours, and take messages for everything else so your team starts the morning with a clean list. Amy knows your open hours from your settings — see After-hours and holidays to set them.

Test your rules

Frequently asked questions

Does Amy transfer immediately, or try to help first? She tries to help first, every time. Amy only escalates when she can't resolve the request or when one of your rules tells her to.

What happens if my transfer number doesn't answer? Amy takes a message and logs a task so the caller is always handled. No hand-off ends in a dead end.

Can a rule apply only after hours? Yes. Each rule can run all the time, only during open hours, or only after hours.

Do my custom rules override the built-in ones? No. The built-in guardrails — clinical, emergency, and unsafe requests — always apply. Your rules add to them; they can't remove them. See What Amy always sends to a human.

Where do I see everything Amy escalated? In your Tasks tab, and the full call with its transcript sits on the patient's timeline.