Configure Escalation
This tutorial walks you through the simplest end-to-end escalation setup in CMS: enable escalation, add one trigger condition, assign supervisors, and open the queue for testing.
Scenario Used in This Tutorial
We use an angry-user support case so your first configuration is realistic.
| Field | Value |
|---|---|
| Agent | E-commerce support assistant |
| Trigger sample | User is angry and asks for urgent refund handling |
| Target handoff | Human supervisor |
Step 1 -- Open Escalation Settings
Click the hamburger menu (\u2630) in the top-left corner, then open the escalation page from your agent configuration.
You should see the Escalation page with sections for Trigger Conditions, Escalation Response, Supervisors, and Webhook.
If this is your first setup, spend one minute scanning all sections before editing so you understand where each configuration belongs.
Step 2 -- Enable Escalation
In the top card, switch Escalation from Disabled to Enabled.
Once enabled, the other configuration cards become actionable.
After toggling on, confirm the page no longer shows disabled states for Trigger Conditions and Supervisors.
Step 3 -- Add Trigger Conditions
In Trigger Conditions, create at least one condition the AI can detect.
For this tutorial, add a condition like:
| Field | Example value |
|---|---|
| Label | Angry Customer Escalation |
| Description | Escalate when user expresses anger, repeated complaint, or asks immediate human intervention. |
Write descriptions as natural instructions for AI detection, not as technical labels only.
For better precision, include both emotional and intent signals in one description, such as anger + urgent refund request.
Step 4 -- Configure Escalation Response Message
In Escalation Response, set the message sent to users after escalation is triggered.
Example message:
I understand this issue is urgent. I have escalated your conversation to a human supervisor, and they will continue from here as soon as possible.
Keep this message empathetic and explicit, so users know the handoff is happening.
Avoid vague wording like "please wait" without confirming that a human has been notified.
Step 5 -- Set Summary Language
In the same card, choose Summary Language for AI-generated escalation summaries (for supervisors).
For a first setup, use English.
Choose a language your supervisors use daily so summaries are immediately actionable without translation.
Step 6 -- Assign Supervisors
Open Supervisors and add one or more people who will receive and handle escalations.
For each supervisor, define optional routing scopes:
| Field | Purpose |
|---|---|
| Topics | Route only specific subjects (billing, refund, complaint, etc.) |
| Areas | Route by area/domain (order, payment, delivery, etc.) |
If you are just starting, assign one supervisor without extra filters first.
After the first successful test run, add topic/area scopes gradually to avoid misrouting cases during early rollout.
Step 7 -- Save Configuration
Click Save at the bottom of the page.
Your escalation settings are now stored for the current agent configuration.
If save fails, resolve validation messages first and save again before opening the queue.
Step 8 -- Open Escalation Queue (Preview and Published)
In Escalation Queue, you will find two buttons:
- Open Preview Queue: tests queue behavior using draft configuration.
- Open Published Queue: uses the live published agent behavior.
Start with Preview Queue for validation before publishing to production.
Use Published Queue only after your draft flow passes end-to-end checks (trigger, claim, summary, and completion).
Quick Validation Checklist
Before moving to real-time operations, verify:
- Escalation toggle is enabled
- At least one trigger condition exists
- Escalation response message is not empty
- At least one supervisor is assigned
- Save action succeeds without validation errors
Then continue to Receive and Manage Escalation in Real Time.