What this article helps with: How Lia hands work back to people: when it escalates, where escalations and drafts show up on the client page, how to resolve and approve them, and how to see the whole firm's queue from the dashboard.

Who this is for: Case managers and paralegals who work escalations day to day, and the firm admins who decide what escalates in the first place.

When not to use this article: This covers working escalations and writing the rules that create them. For the rest of the firm-wide setup, see Agent Settings.

This is the part of Lia that matters most, so it is worth being precise about it.

Lia does not try to have an answer for everything. It handles the routine communication your team never has enough hours for, and stops the moment something needs judgment. When it stops, it does not go quiet and it does not improvise. It creates an escalation on the case, assigned to a person, carrying the reason and what was already attempted.

That is the whole human-in-the-loop story in one sentence. Your team gets a short, specific handoff at the exact points where a person is needed, with the context already written down.

Lia escalates when:

Your firm adds to that list with your own escalation rules, covered further down.

Open a client and look at the right side of the page. There are two tabs: To review, with a count badge, and Lia's Tasks. To review is the queue.

The top section is PROVIDER DRAFTS. When a client mentions a provider your firm does not have on file, Lia does not add a clinic and start emailing it. It saves what the client said as a draft provider and puts it here with an Approve button.

Approving is the moment a person confirms this is a real office. A draft provider cannot be used until someone approves it and adds an email address, so this is also where a stalled records request often begins.

Below that is ESCALATIONS, with an Unresolved filter so you are looking at open work by default.

Each escalation shows:

Some escalations also carry a chip reading All N follow-ups sent, which tells you Lia has exhausted its cadence. That is a signal a person needs to pick up the phone.

The action buttons are the point. Where there is a specific fix, the fix sits on the escalation itself, and doing it releases the work Lia was blocked on.

Each escalation has its own Resolve button. For a client who has stacked up several, there is Select all and Resolve selected so you can clear the queue in one pass after you have handled them.

Resolving means a person has dealt with it. It is a record of who closed what, so use it after the work is done rather than to tidy the panel. Resolved escalations appear inline in the client's conversation as Escalation resolved, in date order with everything else on the case.

The second tab, Lia's Tasks, answers a different question. To review is what needs you. Lia's Tasks is what Lia is doing.

Each card is one piece of work, labelled with its type and the provider it involves, for example medical records with a named clinic. On the card you get a status chip, a date, a View thread link, and an Activity expander that shows what has happened on the task so far.

View thread is the link people use most. It takes you straight to the email exchange behind the task, so you can read what was actually said to the office instead of guessing from a status.

Some drafts appear right in the client's message thread, where the context is. The card names the escalation it came from, carries an Auto-reply on marker and an Open link through to the escalation itself, and gives you two choices:

That second option is the useful one. Instead of discarding the draft and writing the message yourself, you say what you want changed in plain language and Lia takes it from there. Nothing in a draft reaches a client or an office until a person acts on it.

Lia's own messages in the thread are tagged Lia and AI, with thumbs up and thumbs down buttons. Use them. It is the fastest way to flag a reply that was off, and it takes a second.

The client page is one case. The Dashboard is every case, and it is where a supervisor should start the day.

Across the top are counters for CLIENTS, ESCALATIONS, DRAFTS, and TIME SAVED. The escalations counter also shows how many are in follow-up, and time saved is shown in hours and minutes. Under the counters, a LAST 7 DAYS strip covers messages, e-signatures, and check-ins.

Clients to Review is the working list. Columns for Client, Open Escalations, Provider Drafts, Case Owner, and Last Active, so you can see who has work waiting and who owns it. An Escalation Rules button sits with it, and a Case Owner filter at the top of the page narrows the whole dashboard to one person's caseload.

Team Performance lists your case managers with their Cases and Escalations counts. Read it as workload rather than as a scoreboard. A case manager with far more open escalations than anyone else usually has a caseload problem, not a diligence problem.

Admins, Users, and Team Users can all resolve escalations and approve AI drafts. You do not need to be an Admin to work the queue, which is the point: this is day-to-day case work.

Followers cannot use Lia at all and will not see the Lia section in the navigation. If someone is missing the queue entirely, check the role first.

Changing firm-wide settings is different. Only Admins can do that.

Escalations are not fixed. Beyond the built-in triggers, your firm writes rules that say when Lia should stop and get a person.

In Agent Settings, the Escalation rules page holds "Client and provider rules that tell the agents when to alert your team", split into three tabs: Rules, Follow-up policies, and Provider recommendations.

Under Rules, each rule card shows a priority label, a type chip reading Client rule or Provider rule, the sentence "Escalate when the client [condition]" or "Escalate when the provider [condition]", and who it goes to, either Assigns to: Case Owner or a specific role. Use + Add Escalation Rule to add one, the edit and delete icons to change one, and Restore client defaults to go back to the shipped set.

One thing worth knowing: if Lia seems to escalate constantly, the fix is usually not fewer rules. It is thin firm context and too few FAQs. Lia escalates when it does not have a firm-specific answer, so filling those in across the case type reduces the queue more than deleting a rule does.

The full walkthrough is in Agent Settings: teaching Lia about your firm.

Escalations are how Lia keeps your team in the loop without keeping them in the weeds: routine work handled, judgment calls handed back with context. If you have questions, chat with our support team or email [email protected].