Luisa can use only the customer, caller and business context permitted by the enabled workflow. It should escalate when the required information or action is not available.
How to use escalation safely
- Review the configured call routing and callback notification options.
- Use call history to identify the customer or new caller context available after the interaction.
- Follow up through the relevant lead, customer or booking workflow when a human action is needed.
- Do not assume a caller has been identified, quoted or booked unless the resulting record confirms it.
Related guides
See Luisa call history, availability safeguards and Voice troubleshooting.
Known and unknown callers
Luisa uses the caller information and customer context available to the enabled workflow. An unknown or private caller is not automatically verified, so the workflow should collect what it can and use a callback, message or lead hand-off when a human decision is needed.
What Luisa cannot assume
Luisa must not confirm work, customer status, payment or an existing Site Visit unless the required caller confirmation, permissions and underlying workflow checks pass. Escalation is the correct result when any of those checks is missing.