Getting help

Your Virtual Operations Agent handles most things itself, but some requests need a human on the OnKey team rather than the AI. When you ask for one of these, it opens an escalation — it hands the request to our team and tells you someone will follow up within about one business day.

What gets escalated

• Resetting a worker's PIN
• Adding or removing a team member when it can't be done automatically
• Removing something from the Knowledge Base
• Billing questions
• Anything ambiguous or sensitive it shouldn't act on by guessing

How it works

You don't need to know who to contact or how — just ask in plain language:

"Can you reset the PIN for Maria Lopez?"

"Please remove last year's holiday policy from the Knowledge Base."

Your Virtual Operations Agent recognizes it needs a person, routes the request to our team, and confirms back to you — for example: "Got it — I'll have someone on our team take care of that. You should hear back within one business day." You'll get a reply from us once it's handled.

Why some things are escalations

These are actions where a wrong move is costly (resetting the wrong person's PIN) or that need a human decision (billing, removals). Routing them to a person is a safety choice, not a limitation — the same reason your Virtual Operations Agent won't give legal, financial, medical, or HR advice.

Related

• Alerts and Messages — reaching your team
• Meet your Virtual Operations Agent — what it does and doesn't do