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

1. Monitoring Conversations
   The AI watches for escalation keywords or conditions (e.g., “urgent,” “cancel account,” “medical emergency”).
2. Triggering Escalation
   When triggered, the skill automatically sends a message to your designated recipients.
3. Human Takeover
   Optionally, the assistant can switch to manual conversation mode so a live agent can step in immediately.

🧱 Configuration Steps

1. Click Add Escalation in your Escalation Skill settings.
2. Fill in the following fields:

📨 Example Configuration

📸 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.