The Escalation screen sets when and how the agent hands a conversation to a human supervisor. Found in the agent sidebar under Conversation → Escalation. Every card below the first is disabled while escalation is off.
Escalation
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| Enabled / Disabled | Lets the agent escalate conversations to human supervisors when one of the trigger conditions is detected. |
| Escalation Queue | Shown when escalation is enabled and the agent has been published. Opens the live escalation queue in a new tab. |
Trigger Conditions
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| Label | Short name of the condition, for example "Billing Dispute". Required, and must be unique within the agent (case is ignored). |
| Description | When the AI should escalate, in plain words. |
| Add Trigger Condition | Adds a new row to the table; confirm or cancel it with the buttons at the end of the row. |
| Edit / Delete | Each row has an edit button (change it in place, then save or cancel) and a delete button. |
Escalation Response Message
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| Response Message | Sent to the user word for word when the agent hands the conversation to a person. Leave it empty and the agent writes its own closing message. Maximum 500 characters; a counter shows how many you have used. |
| Summary Language | The language your supervisors read the case summary in. Default English; pick from the list or type another language. |
| Phone Country Code | Applies when someone types a local number, such as 0812 3456 7890. Pick the country most of this agent's users are in. |
| Privacy Mode Behavior | While the organization's Privacy Mode is on, the supervisor queue shows no transcript content and the generated summary is a generic, content-free template. |
Supervisors
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| Add Supervisor | Adds a row where you search for an organization user (Search organization user). A user who is already a supervisor cannot be added twice. |
| Name | The supervisor. |
| Topic | Topics this supervisor handles. Type a topic and press Enter to add it; leave it empty for ALL. |
| Area | Areas this supervisor handles. Type an area and press Enter to add it; leave it empty for ALL. |
| Edit / Remove | Each row has an edit button (change the topics and areas, then save or cancel) and a remove button. |
Webhook Notifications
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| Enabled / Disabled | Sends an HTTP POST to your server when an escalation event occurs (created, claimed, completed, released). |
| Webhook URL | Shown when the webhook is enabled. Required and must start with https://. |
| Secret Key | Include this key in your webhook handler to verify that requests come from this platform. The key is generated when you first save; until then the field says it is not yet generated. Use the copy button to copy it. |
| Regenerate Key | Generates a new secret key. Update your webhook handler with the new key. |
| Show API Documentation | Shows or hides the reference for the webhook payloads. |
Escalation Queue
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| Open Preview Queue | Opens the escalation queue for the draft agent, so you can test your setup before publishing. Disabled while escalation is off. |
| Open Published Queue | Opens the live escalation queue for your published agent, where supervisors handle real user escalations. Disabled while escalation is off or before the agent is published. |
Saving
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| Save | Saves all escalation settings at once. A dialog confirms the save or shows why it failed. |
Related guide: Configure Escalation