Reorder Assistant: Escalate Ambiguous Reorders to a Human

Keeps the bot from guessing on risky reorders. When a customer's request is ambiguous — multiple matching past orders, vague wording, or a high-value cart — the assistant stops, compiles the relevant order history, and routes a clean handoff to a human agent rather than placing the wrong order.

For brands that want automation on the easy 80% of reorders but a safe human escape hatch for the ambiguous or high-stakes ones, protecting against wrong-item charges.

1. 1A reorder message in Intercom triggers the flow.
2. 2The flow pulls the customer's matching past orders from Postgres.
3. 3Logic scores match confidence; a single clear match would continue to a normal reorder reply.
4. 4Low-confidence or high-value requests branch to escalation.
5. 5The flow assembles a summary of candidate orders, SKUs, and the customer's words.
6. 6It posts the handoff to a Slack channel for agents and leaves the Intercom thread with a "a teammate is confirming this" holding reply.