What escalation is
No flow can anticipate and handle every possible issue. When a user's support request cannot be resolved by a flow, the conversation can be escalated to an external support system.
How conversations become escalated
Conversations become escalated if the flow runs out of things to suggest and the user or support agent indicates the problem is not resolved.
Specifically, conversations become escalated under any of the following conditions:
- The user opens the assistant menu and selects "Escalate". (This option is only available if enabled via the "Allow immediate escalation" checkbox in the flow settings.)
- Within a flowchart, the conversation ends on a Solution step and the user indicates the problem is not solved.
- Within a flowchart, the conversation ends on a Live support step and the support agent indicates that the problem is not solved.
- Within a flowchart, the conversation ends on a Live support step and the support agent declines the chat.
- Within a flowchart, the conversation ends on a Live support step and the conversation waits five minutes without being picked up by a support agent.
- Within a flowchart, the conversation ends after passing through an Escalation start step without subsequently restarting.
- Within a checkflow, all suggested fixable symptoms have been rejected and no more can be presented based on the observable symptoms the user has accepted or rejected.
What happens when a conversation is escalated
Several things happen when a conversation becomes escalated, depending on the configuration of the flow.
- If the conversation has not passed through an Escalation start step but there is one in the flow, the conversation will jump to that step.
- Once the conversation ends, the "Escalation instructions" specified in the flow settings are displayed to the user in the assistant.
- If there are any email addresses specified in "Escalation email recipients" in the flow settings, a transcript of the conversation is emailed to them.
- If there is a help desk integration configured, a ticket containing the conversation's transcript will be created within the help desk.
- The conversation is marked as escalated within your logs.
Gathering more information during escalation
It's often necessary to reach out to users after an escalated conversation, so you may need to collect contact information during the escalation process. You can do this by including a contact form for the user to fill out after the Escalation start step. The information the user enters into the form becomes part of the conversation transcript emailed to any specified escalation email recipients or filed in any connected help desk.