When Nemma asks for a human

Nemma does not reply at any price. If it is in doubt, it stops and puts the case back with you. That is deliberate: a wrong reply costs more than a reply that arrives an hour later.

How you see it

In the Inbox the case gets the label Escalated, both in the list and in the case header. To find out why, expand Show summary at the top of the case: there is a line with Reason - for example "customer threatens a Trustpilot review" - and any labels such as Angry customer or 2 requests. In Activity on the right (on narrower screens under Orders and activity) there is the line Escalated to a person.

An escalated case is never sent automatically, not even if the category is on Auto-send.

What Nemma reacts to itself

Nemma asks for a human when it:

• is in doubt about what the customer wants
• meets an angry customer, a threat of a lawyer or Trustpilot, or a request for access to or deletion of data
• cannot solve the case within what is in the category's Skill
• cannot confirm which order it is about, even after asking the customer for the order number, email and postcode
• runs into repeated errors on the order lookup or takes too long

In those cases Nemma still writes a short, friendly draft for you - typically a holding reply saying that a colleague will get back. You can send it as it is, or write your own.

What else stops automatic sending

Even without a proper escalation, Nemma waits for you if:

• there are several questions in one email
• the tone is angry
• Nemma is less than 70 percent sure of the category
• the category is not on Auto-send
• automation is paused for the whole shop
• the sender could not be confirmed, and the reply contains a change to the order
• you have confirmed an order placed with a different email in the case. Then a human must always approve the reply (see Order placed with a different email)

What you do

1. Open the case and read the reason under Show summary.
2. Read the customer's email yourself - there is usually a reason Nemma pulled back.
3. Edit the draft, or write your own, and press Send reply. See Approve and edit the AI draft.
4. If the same thing keeps happening, write the answer into the category's Skill. What is written there, Nemma can answer next time.

If a colleague needs to know something about the case, write an Internal note in the reply field. It is only seen by the team, is never sent to the customer and is not read by the AI. See Approve and edit the AI draft. You can also assign the case to the colleague under the subject, so it sits under the Mine tab for them. See The Inbox.

Remember that escalations also count when we judge whether a category is ready for Auto-send. Many escalations in the same category are a signal that its Skill is missing something.