# Set Which Chat Topics Go Straight to a Human

> Checks real shopper chats for refund, billing and order problems, then sets the assistant to hand those chats to your team.

- Job: [Customers](https://storeagent.ai/mcp-recipes/job/customers/)
- What it does: Asks first: changes your store, only after you say yes
- Time saved: ~30 min vs doing it by hand
- Requires: StoreAgent (free plugin, MCP on every plan)
- Works in: Claude, ChatGPT, Cursor and any MCP client connected to the store through StoreAgent MCP
- Web page: https://storeagent.ai/mcp-recipes/chat-escalation-rules/

## The prompt

```text
Read our shopper chats from the last 30 days and find the ones about refunds, billing, cancellations or problems with an order. Tell me how many of each you found and show a short example of each. Then propose escalation settings for the chat assistant: which of those topics should go straight to a human, a short line of extra guidance for anything else sensitive you saw, and the email address that should get escalated chats. Show me the settings first and wait for my OK before you save them.
```

## What happens when you paste it

You: Read our shopper chats from the last 30 days and find the ones about refunds, billing, cancellations or problems with an order…

Assistant: Of 212 chats in 30 days, 17 were refund requests, 9 were order problems and 4 asked to cancel an order. None were about billing. Calling: `storeagent/list-chat-conversations`, `storeagent/get-chat-conversation`, `storeagent/set-chat-escalation-settings`.

Assistant: This will make changes in WooCommerce. Do you want me to go ahead?

Assistant: Saved. Refunds, order problems and cancellations now go to support@yourstore.com, with extra guidance to escalate chats about allergic reactions.

## Abilities this recipe calls

- **List shopper chats** (`storeagent/list-chat-conversations`, read only, from StoreAgent): Lists recent conversations shoppers had with your chat assistant, by date.
- **Read a shopper chat** (`storeagent/get-chat-conversation`, read only, from StoreAgent): Reads the full transcript of one shopper conversation, oldest message first.
- **Set chat escalation rules** (`storeagent/set-chat-escalation-settings`, asks first, from StoreAgent): Sets which topics go to a human and who gets the email. Paid plans only.

## Variations

Add one of these to the end of the prompt. Swap anything in [brackets] for your own details.

- Send escalated chats to [email address].
- Also turn on escalation when a shopper gives the chat a thumbs down.

## Related recipes

- [Find Your VIP Customers](https://storeagent.ai/mcp-recipes/vip-customers.md): Your top spenders and most loyal repeat buyers, plus the ones who have gone quiet.
- [Say Sorry With Store Credit](https://storeagent.ai/mcp-recipes/store-credit-delays.md): Gives a small credit to every customer whose order is running late, with a note explaining why.
- [Give a Customer Membership Access by Hand](https://storeagent.ai/mcp-recipes/grant-membership.md): Finds the customer from their orders, checks what they already have, then adds the plan you choose.

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Part of the StoreAgent WooCommerce MCP Recipes directory: https://storeagent.ai/mcp-recipes/ (index for LLMs: https://storeagent.ai/mcp-recipes/llms.txt). Get StoreAgent free: https://app.storeagent.ai/sign-up/