CD
May 16, 2026 · 4:18 PM
Default escalation is good but I want to add chargeback. What is the right way to add a keyword trigger that does not also escalate on the word 'charge' (the verb)?
AI & automation✓ Solved
Default escalation triggers for payment disputes
152 views · 1 reply
PM
Priya M.Engineer
May 16, 4:45 PM
Settings > AI > Escalation > Custom keywords. Use 'chargeback', not 'charge'. The matcher is whole-word, case-insensitive. Same applies to 'dispute', 'fraud', and 'unauthorized'.
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