Your operator is here for the situations the dashboard cannot solve in one click. Here is when to ping them — and when to just do the thing yourself.
Escalate when
- A client is upset. If a customer is frustrated, do not try to handle it through the dashboard. Send the conversation to your operator and they will phone or email the client directly. Operators have authority to issue refunds and credits up to $500 without asking.
- A clinical question. Anything that needs a clinician to weigh in — dosing, side effect, interaction — should bounce to the on-call provider. The dashboard has a "Send to provider" button on every client message that does this.
- A vendor is non-responsive. If a vendor is late to ship and not replying, do not chase them yourself. Your operator has direct contacts at every vendor and can resolve in hours, not days.
- A regulatory question. Anything compliance-adjacent (a question about RUO scope, a curious customer asking about HIPAA, an inquiry from a state board) should go to your operator. They loop in the legal team.
- You are not sure what to do. This is the most important one. The cost of an unnecessary escalation is zero. The cost of guessing wrong on something important is very high.
Just do it yourself when
- Refund under $200 for a clear reason. The dashboard refund button works. Use it.
- Address change before ship. Customer self-service handles this, but you can do it from the order page in two clicks if they ask you instead.
- Subscription cadence change. Same — self-service exists, but it is fine to do it for them.
- Replying to a clear, non-clinical question. Most client questions are about shipping, account access, or a missing email. The AI will draft a good reply. You approve and send.
How escalation works
Open the relevant record (order, message, client). Hit the menu button in the top right. Pick "Send to operator". Type one line of context. Done. Your operator gets a ping with the full context attached and replies in the dashboard so the conversation stays in one place.