Escalation
When a human is needed, they get the full transcript, order context and a ticket reference. The shopper never repeats themselves.
The measure of a good support agent isn't only what it answers — it's how cleanly it steps aside. When AskRoo escalates, the merchant receives the full transcript, the order context and a ticket reference in their inbox. The shopper doesn't start over, and your team doesn't reconstruct what already happened. A handoff is a continuation, not a reset.
What you get
- Humans pick up with full context, not a cold start
- Shoppers never repeat their question to a second responder
- A clean ticket reference on every handoff
What’s included
- Full conversation transcript delivered to your inbox
- Order and shopper context attached
- A ticket reference the shopper can quote
This is the third time my parcel's been sent to the wrong address.
That's not right, and I want a person on it. I've passed your full conversation and order to the team — reference SR-2213. They'll reply to this thread.
Grounded in
The live conversation, the shopper's verified identity and the associated order context.
What it won’t do
- Hands off to your inbox — it isn't a full ticketing suite.
- You decide the escalation thresholds; it follows them.
More capabilities
Order tracking
Where's my order, answered.
Verifies the shopper, then reads live fulfilment and tracking status straight from your store. No guessed dates.
Learn moreReturns and exchanges
Eligibility checked, return started, in chat.
Runs your actual returns policy as a rules engine and can start a return — without ever touching a refund.
Learn moreProduct answers
Catalogue-grounded product Q&A.
Retrieval over your full live catalogue, with price and stock fetched fresh at answer time — never recalled.
Learn moreAnswers your shoppers can check.
Join the Australian beta and put a grounded support agent in front of your shoppers — one that shows its source, or escalates instead of guessing.