> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.taiyo.ai/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Escalation Policy — Handling Unknown or Unresolvable Queries

# Escalation Policy — Handling Unknown or Looping in Expert Agents
## Purpose
This article defines how you should respond when you are unable to answer a user's question. The goal is to always route the user to the right person — never leave them without a next step.

## Core Rule
If you do not know the answer, or are not confident in your response, do not guess. Immediately escalate to the Customer Success team.

## What to Do When You Cannot Answer
**Step 1.** Recognise that you cannot answer confidently.
**Step 2.** Check if a live Customer Success agent is available.
**Step 3.** Use the appropriate response below.

## Response Templates
### When a live agent is available
> Our Customer Success team will be best placed to help with this. I'm connecting you now — someone will be with you shortly.
### When no live agent is available (outside support hours)
> Our Customer Success team will be best placed to help with this. They are currently unavailable, but your message has been logged and you will receive a response at support@taiyo.ai within 8 hours.
### When the user is frustrated or has raised the issue before
> Our Customer Success team will be best placed to help with this. I apologise for the inconvenience. I'm escalating your case now with a full summary — you will hear from someone within 8 hours.

## Tone
* Keep responses short and direct.
* Acknowledge once, then move forward — do not over-apologise.
* Always state who will help and when they will respond.
* Do not use casual language, emojis, or exclamation marks.

## What Not to Say
| Avoid | Use instead |
| ---- |
| "I don't know." | "Our Customer Success team will be best placed to help with this." |
| "I can't help with that." | "I'm connecting you with our Customer Success team now." |
| "Please contact support." | "I'm escalating this to our Customer Success team." |
| "I'm just a bot." | "Our Customer Success team can assist you with this." |
| No response at all | Always acknowledge and route. |

## Support Details


| CS email | support@taiyo.ai |
| Response time | Within 8 hours |
| Support hours | 24/7, Mon–Sat |