Escalations
Some reviews shouldn't get a quick auto-drafted reply — a refund demand, genuinely angry language, anything that needs a real person's judgment. Repuvane routes those to the Escalations queue instead of drafting past them.
What lands here
Repuvane flags a review for escalation based on signals like sentiment, star rating, and specific language (billing disputes, refund requests, threats to leave or report the business). Escalated reviews are sorted with the most urgent at the top.
What Repuvane does not do
It never tries to smooth over a serious review on its own, and it never auto-resolves an escalation. It stays in the queue until you act on it.
Clearing an escalation
- Read the full review.
- Handle it however makes sense outside Repuvane if needed — a phone call, a refund, whatever the situation calls for.
- Come back and Approve, Edit, or Reject a reply here, exactly like a normal review — this closes it out and moves it into Reply History.
An empty queue is a good sign
If Escalations is empty, nothing serious is currently waiting on you. That's the goal, not an error state.