Problem
When x10 detected an escalation or opened a task, it went quiet. It would leave an internal note for the agent but send nothing to the guest. This has been deliberate, since those conversations are sensitive, but it meant the guest who just reported a leak or a broken lock got silence until an agent picked it up.
What it does now
Acknowledges the guest, then steps back. Guest gets a reply confirming their issue is being looked into. x10 pauses and the agent takes the lead.
Examples:
- Task: guest asks for extra sheets → "Thank you for reaching out with your request. We have shared this with our team for follow-up..."
- Escalation: guest reports the fire alarm beeping → "...We have received your message and are escalating it to the appropriate team for review."
- No promises on timing or outcome. Acknowledges only, never commits to a fix or ETA.
- Scope: Escalation replies live for all companies. The task detections and replies are for select customers.
This is grounded in production data. Prompts built from real guest messages and agent replies, then scored against human-approved expected output.
Why it matters
Silence after a guest reports a problem is the worst possible response. Now they know they've been heard while an agent works it and a meaningful share of internal-note-only conversations become real guest replies, which we expect to move the automation rate up.