Connect your Re:amaze account to allow the AI Agent to create escalated conversations in Re:amaze, ensuring your support team has full visibility into customer interactions that require human assistance.
Before You Begin
Before connecting Re:amaze, make sure you have:
Your Re:amaze Brand Subdomain
The email address associated with your Re:amaze account
A Re:amaze API Token
At least one Channel already created in your Re:amaze account
Note: The Re:amaze API cannot create Channels. If no Channels exist, you'll need to create one in Re:amaze before completing the integration.
Connecting Re:amaze
Log in to the Cavalry Merchant Admin.
Navigate to AI Agent → Channels.
Locate Re:amaze and click Enable.
Enter the following information:
Re:amaze Brand Subdomain
Login Email
API Token
Click Connect.
Once connected, Cavalry will automatically select a default escalation Channel (typically an email Channel if one is available).
Configure Escalation Settings
After connecting, you can customize where escalated conversations are sent.
From the Re:amaze integration settings, you can:
Select which Re:amaze Channel receives escalated conversations.
Optionally apply one or more tags to escalated conversations for easier routing and reporting.
You can update these settings at any time.
How Escalations Work
When the AI Agent determines that a conversation requires human assistance:
A new conversation is created in Re:amaze.
The complete customer conversation transcript is included.
An internal staff note is added containing the AI's escalation summary, providing your support team with context before responding.
This allows agents to quickly understand what has already happened without asking the customer to repeat themselves.
Optional AI Actions
For storefronts where this feature is enabled, the AI can also perform limited actions using the Re:amaze API, including:
Looking up a customer by verified email address.
Viewing a customer's previous conversations.
Reading conversation history and messages.
Adding internal staff notes to conversations.
Important Limitations
The Re:amaze integration is designed for escalation workflows only.
Please note:
Re:amaze receives escalated conversations from the AI but is not used for live conversation interception or agent handoff.
Customer conversations are sent to Re:amaze as plain text transcripts.
A Re:amaze Channel must already exist before connecting the integration.
If you need any assistance configuring the Re:amaze integration, please contact support@cavalry.ai.