What happens when Carti can't answer a shopper's question?

You decide, in Settings under Escalation Destination. Your options are: None, where Carti handles everything on its own and nothing is routed elsewhere; Email, where the question is sent to a support email you provide (and the shopper gets a confirmation); or a connected help desk such as Zendesk or Gorgias, with more integrations on the way. Choosing a destination means that when a shopper needs a human or asks something outside Carti's scope, the conversation reaches you instead of hitting a dead end.