Agent Settings
Human-in-the-loop configuration & processing rules
Category Review Rules
Configure which complaint categories require human review before sending
Baggage — Standard Claims
Claims under €500 — AI can auto-resolve
Baggage — High Value Claims
Claims over €500 — always requires human review
Cargo Damage
Insurance implications — always human review
Catering Quality
Standard catering complaints — AI can auto-resolve
Safety Incidents
Legal and regulatory — always human review
Ground Equipment
Investigation required — always human review
Positive Feedback
Auto-acknowledge with brand voice
Booking Amendments
Standard corrections — AI can auto-resolve
Brand Voice Confidence
Responses below this confidence score are automatically flagged for human review
Currently: responses below 85% brand match are held for review
General Settings
Require Human Approval for All
Override: every response must be manually approved
Auto-Escalate Repeat Senders
If customer replies 3+ times, escalate to human
Queue Outside Working Hours
Responses queued for morning review (06:00–22:00 CET)
Email Notifications
Send email alerts for escalations and urgent items