Set escalation rules

By Steve Baylis

Four default rules. Four minutes. Done.

The defaults are tuned for most stores. You’ll review them, decide whether to keep or tweak, save, and move on.

The 4 default escalation triggers

Diablo escalates a conversation to a human when any of these fires:

1. Financing question with a number — “Can you do $400/month?” — pricing needs a human desk
2. Competitor mentioned by name — “I’m also looking at the Kia Sportage” — competitive frame needs a human
3. Frustration — “This is taking forever” — sentiment-detected, prevents 1-star Google reviews
4. Hot intent + ready to come in — “Can I come in tonight?” — AI books the appointment, hands off so the rep can confirm

Configure them

Settings → Speed to Lead → Escalation Rules.

Each trigger has a toggle. Each has an “Edit phrases” button if you want to tweak the trigger keywords for your store.

There’s also a fifth slot — Custom rule — where you can add your own. Common ones:

• Trade-in mentioned (route to your trade specialist)
• Service-related question (route to service)

Where escalations land

Default routing: assigned salesperson → manager on duty → owner-level fallback. Change in Settings → Routing if needed. Most stores leave defaults.

Print the cheat sheet

Pin the S2L Escalation Triggers cheat sheet in your sales meeting room. It’s the one-page reference your reps need to understand why AI handed something off.

That’s the whole rule set. Mark complete and move on to the test drive.