Escalation
Escalation State
| Global Escalation Toggle | Enables or disables escalation behavior for the agent. |
| Capability Scope | Controls whether conversation handoff to supervisors is active for configured conditions. |
| Save Operation | Persists escalation settings bundle through a unified save action. |
Trigger Conditions
| Trigger Condition List | Maintains structured trigger entries with label and description fields. |
| Add Trigger Condition | Creates new trigger condition entries in-table. |
| Edit Trigger Condition | Supports inline update for existing condition rows. |
| Unique Label Validation | Enforces unique trigger labels to avoid duplicated escalation semantics. |
| Trigger Deletion | Removes trigger entries from the escalation condition set. |
Escalation Response Behavior
| Escalation Response Message | Stores the message sent to users when escalation is triggered. |
| Character-limit Enforcement | Applies maximum length constraint to escalation response content. |
| Summary Language | Defines language used for escalation summary output. |
Supervisor Assignment
| Supervisor Candidate Search | Searches agent members and users as selectable supervisor candidates. |
| Supervisor Registry | Stores assigned supervisors for escalation handling. |
| Topic-based Routing Scope | Assigns topic tags per supervisor, including ALL scope behavior. |
| Area-based Routing Scope | Assigns area tags per supervisor, including ALL scope behavior. |
| Supervisor Row Editing | Supports inline edit and delete for supervisor assignments. |
Webhook Notifications
| Webhook Enable Switch | Enables POST event notifications for escalation lifecycle events. |
| HTTPS URL Validation | Requires webhook endpoint to use HTTPS and validates URL presence when enabled. |
| Secret Key Exposure | Displays webhook secret for request verification at receiver side. |
| Secret Key Rotation | Supports regenerating webhook secret key from UI action. |
| API Documentation Panel | Provides embedded webhook payload reference surface from the same card. |
Escalation Queue Access
| Preview Queue Link | Opens draft/preview escalation queue for non-published or testing contexts. |
| Published Queue Link | Opens live escalation queue for published agent context. |
| Conditional Availability | Queue-link actions depend on escalation enable state and available target URL context. |