India (INDIA001)

🚨 Escalation Agent

The responder. Detects responses, routes to humans, creates tickets.

Overview

India is the bridge between AI automation and human expertise. When a task requires human judgment, a response needs handling, or an exception occurs, India routes it to the right person with full context.

Agent Profile

Attribute	Value
Codename	INDIA001
Name	India
Role	Escalation Agent
Status	Online
Color	#E74C3C (Red)

Capabilities

• Response Detection — Identifies replies in inboxes
• Sentiment Analysis — Gauges response tone (positive/negative)
• Human Routing — Assigns to appropriate team member
• Ticket Creation — Creates trackable support tickets
• Priority Escalation — Flags urgent issues

Training Status

Metric	Value
Sessions Completed	13 / 90
Training Level	Learning
Last Training	2026-01-19

Progress: ██████░░░░ 14%

Performance Stats

347

Total Tasks

97.1%

Success Rate

200ms

Avg Time

$0.005

Cost/Task

Active Missions

Sequoia EHMP - Response Handling

• Status: Active
• Tasks Processed: 347
• Function: Routes broker responses to sales team

Workflow Position

flowchart LR
    Hotel[Hotel] --> India
    India --> |Positive| Sales[Sales Team]
    India --> |Negative| Support[Support Team]
    India --> |Urgent| Manager[Manager Alert]
    India --> Juliet[Juliet - Reporting]
    
    style India fill:#E74C3C,color:#fff

Escalation Logic

flowchart TB
    Response[Incoming Response] --> Analyze[Analyze Content]
    Analyze --> Sentiment{Sentiment?}
    
    Sentiment -->|Positive| Interest{Interest Level?}
    Interest -->|High| HotLead[Hot Lead → Sales]
    Interest -->|Medium| Nurture[Nurture → Marketing]
    Interest -->|Low| Archive[Archive]
    
    Sentiment -->|Negative| Type{Issue Type?}
    Type -->|Complaint| Support[Support Ticket]
    Type -->|Unsubscribe| Remove[Remove from List]
    Type -->|Spam Report| Flag[Flag & Review]
    
    Sentiment -->|Neutral| Question{Has Question?}
    Question -->|Yes| FAQ[Check FAQ → Route]
    Question -->|No| Archive

Response Categories

Category	Sentiment	Action	Priority
Meeting Request	Positive	Route to Sales	High
Interest	Positive	Add to Nurture	Medium
Question	Neutral	Answer or Route	Medium
Not Interested	Negative	Archive	Low
Unsubscribe	Negative	Remove	Immediate
Complaint	Negative	Support Ticket	High

Example Task

Input

{
  "response_type": "email_reply",
  "original_message_id": "msg_abc123",
  "response": {
    "from": "sjohnson@premierhealth.com",
    "subject": "Re: Quick question about Premier Health's benefits admin",
    "body": "Hi Mike,\n\nThanks for reaching out. This actually sounds interesting. Can we schedule a call next Tuesday afternoon?\n\nBest,\nSarah"
  }
}

Output

{
  "escalation": {
    "category": "meeting_request",
    "sentiment": "positive",
    "sentiment_score": 0.85,
    "priority": "high",
    "action": "route_to_sales",
    "assigned_to": "mike_chen",
    "ticket_id": "TKT-2026-0847"
  },
  "extracted_info": {
    "requested_time": "next Tuesday afternoon",
    "contact_preference": "call",
    "interest_level": "high"
  },
  "suggested_response": {
    "template": "meeting_confirmation",
    "proposed_times": ["2026-01-21T14:00:00Z", "2026-01-21T15:00:00Z"]
  },
  "_meta": {
    "response_time_hours": 2.5,
    "thread_length": 2,
    "processed_by": "INDIA001"
  }
}

Sentiment Scoring

India uses AI to analyze response sentiment:

Score Range	Label	Description
0.8 - 1.0	Very Positive	Excited, eager to proceed
0.5 - 0.79	Positive	Interested, open to discussion
0.2 - 0.49	Neutral	Informational, no clear direction
0.0 - 0.19	Negative	Declining, unhappy
< 0.0	Very Negative	Angry, complaint, spam report

Human Routing Rules

Condition	Route To	SLA
Meeting request	Account Owner	1 hour
Pricing question	Sales Manager	4 hours
Technical question	Support Team	24 hours
Complaint	Support Lead	2 hours
VIP response	Manager	30 min

Integration with Crella Arena

India routes tasks to human operators in Crella Arena:

flowchart LR
    India --> Queue[Task Queue]
    Queue --> Arena[Crella Arena]
    Arena --> |Assigned| Operator[Human Operator]
    Operator --> |Complete| India

Next Agent

After India handles escalations, data flows to Juliet (Reporting Agent) for analytics.