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Escalations ensure important conversations get human attention. Configure triggers, notifications, and workflows to never miss critical customer interactions.

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How Escalations Work

  1. Trigger - Condition is met (keyword, request, sentiment)
  2. Notify - You receive a notification
  3. AI continues - Agent keeps responding normally
  4. Handle - You can take over when ready
The AI agent continues responding during escalation. You can optionally pause the session if you prefer to handle it manually.

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Escalation Triggers

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Automatic Triggers

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Manual Triggers

  • Customer explicitly requests human
  • AI suggests escalation in response
  • You escalate from dashboard

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Configuring Escalations

  1. Go to Agents > select agent > Settings
  2. Scroll to Escalation Settings
  3. Configure triggers and notifications
  4. Save changes

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Trigger Keywords

Add keywords that trigger escalation:

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Sensitivity Settings

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Notifications

Get notified when escalations happen:

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Email Notifications

  1. Enable email notifications
  2. Add recipient email addresses
  3. Choose notification frequency

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Telegram Notifications

  1. Connect your Telegram account
  2. Add the Chatoura bot
  3. Enable Telegram notifications

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Notification Content

Notifications include:
  • Customer name/identifier
  • Channel source
  • Trigger reason
  • Message preview
  • Direct link to conversation

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Escalation Cases

Go to Escalation Cases to view all escalations. The page shows:
  • List of all escalation cases with user name, agent, and status
  • Filter tabs: All, Pending, Resolved, Failed
  • Escalation count for each status

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Escalation Details

Click any escalation to see:
  • Escalation Reason - Why the escalation was triggered
  • Session Status - Shows if AI is active or paused
  • Conversation Thread - Full message history
  • Details & Information - User, channel, AI agent, timestamp, notification method

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Actions

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Handling Escalations

When you receive an escalation:
1

Open notification

Click the link to view the escalation in Escalation Cases
2

Review context

Read the conversation thread and escalation reason
3

Pause session (optional)

Click Pause to stop AI responses while you handle it
4

Respond

Reply directly through the channel (Facebook, Instagram, or web)
5

Resolve

Click Resolve to mark the escalation as handled

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Best Practices

  • Respond quickly - Escalated customers expect fast replies
  • Review triggers regularly - Adjust based on actual escalations
  • Train your team - Ensure everyone knows the process
  • Update knowledge base - Address common escalation causes
  • Set expectations - Let customers know response times

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Escalation Metrics

Track escalation performance:

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Troubleshooting

  • Verify email/Telegram is configured correctly
  • Check spam folders for email
  • Ensure Telegram bot is properly connected
  • Verify notification settings are enabled
  • Review trigger sensitivity settings
  • Update knowledge base to handle common issues
  • Adjust keyword triggers
  • Train AI with Q&A for frequent topics
  • Click Pause in the escalation details
  • Or click Full History and pause from Chat History
  • The session status will show when AI is paused