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How Escalations Work

When a query returns low confidence (below 30%), or the twin explicitly says it doesn’t have the answer, the system escalates:
  1. The user gets a partial answer with “Escalated for a personal response”
  2. The twin owner receives a notification (Telegram, Slack, or in-app)
  3. The owner replies with the correct answer
  4. The answer is sent back to the user AND auto-learned into the KB

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Notification Channels

Escalations are routed through configured channels:
  • Telegram — reply directly to the message
  • Slack — (coming soon for escalation replies)
  • macOS App — Escalations tab with reply interface

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Replying to Escalations

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Via Telegram

Reply to the escalation message with your answer. Prefixes control scope:
  • No prefix → saved for this client only
  • PERSONAL: → saved for the specific user only
  • GLOBAL: → saved org-wide for all future queries
  • DISMISS → close without answering

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Via macOS App

  1. Click “Escalations” in the sidebar
  2. Select the escalation
  3. Type your response and send

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Via CLI

bestmate escalations          # List pending
bestmate escalations reply    # Reply to an escalation

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Auto-Learning

When you answer an escalation, the Q&A pair is automatically:
  1. Saved as a KB article
  2. Embedded for future retrieval
  3. Associated with the relevant twin
Next time someone asks a similar question, the twin answers directly.