Escalation Skill
🆘 Escalation Skill
The Escalation Skill ensures that critical user requests are addressed quickly and accurately by enabling seamless escalation from AI to human support. By monitoring conversations for predefined keywords or triggers, the system automatically notifies the right people via email, SMS, webhook, or in-app alerts.
💡 Purpose
Escalation bridges the gap between automation and human intervention — ensuring urgent or sensitive requests are handled by the appropriate team members. This reduces response delays, improves customer satisfaction, and safeguards against missed opportunities in critical interactions.
⚙️ How It Works
Monitoring Conversations The AI watches for escalation keywords or conditions (e.g., “urgent,” “cancel account,” “medical emergency”).
Triggering Escalation When triggered, the skill automatically sends a message to your designated recipients.
Human Takeover Optionally, the assistant can switch to manual conversation mode so a live agent can step in immediately.
🧱 Configuration Steps
Click Add Escalation in your Escalation Skill settings.
Fill in the following fields:
Escalation Topic
A clear title for the escalation scenario (e.g., “Billing Urgent,” “Medical Priority”).
Escalation Prompt
The internal note sent to your team. Describe what triggered the escalation and what needs to be done.
Auto Change Conversation Mode
Enable if you want the AI to automatically switch to manual assistant mode during escalation.
Response Prompt
The public message your assistant will send to the user after escalation is triggered.
Recipients
Choose how alerts are sent (Email, SMS, Webhook) and add recipient contact info.
📨 Example Configuration
Escalation Topic
Critical Billing Issue
Escalation Prompt
“A customer has reported a double charge. Please review the account immediately.”
Auto Change Conversation Mode
✅ Enabled
Response Prompt
“Thanks for letting us know, I’ve alerted our billing team, and a specialist will contact you shortly.”
Recipient
(Email)
📸 Interface Previews
Escalation Dashboard
Shows the overview of configured escalation topics and their statuses.
Creating an Escalation
Displays the configuration panel with topic, prompts, auto-switch toggle, and recipient setup.
Best Practices
Keep escalation prompts specific and actionable.
Use auto mode when a human agent needs to take over immediately.
Regularly test your escalation flow to ensure alerts reach the correct team.
Add multiple recipients for critical issues to prevent single-point failure.
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