Merchant escalation

Ask the business. Keep the customer context.

When an agent needs a merchant decision, Confirmi records the question, notifies the manager, and resumes the same conversation after an answer.

No side-channel decisionsAnswers are preserved with actor, timestamp, and conversation reference.

Actionable notificationsManagers see pending questions; agents see answers and transfers.

Measurable interventionOwner Intervention Rate shows how often the team requires merchant input.

How it works

Agent marks Needs Merchant

The active conversation remains visible with its customer and message history.

Choose yes, no, or provide a custom answer; corrections remain linked to the original response.

The decision appears in context and the conversation returns to the operational workflow.

Next step

Confirmi surfaces response and intervention metrics from real data.