What it is
Escalation Workflows are AI-powered automations that ensure critical support issues are routed to the right person or team when they aren’t resolved within a set timeframe. Instead of relying on manual follow-ups, the system monitors ticket status, triggers alerts, and escalates unresolved issues automatically.
Why it matters
Without structured escalation, urgent customer problems slip through the cracks, leading to missed SLAs, unhappy customers, and even churn. Manual escalation is inconsistent and slow. Automation ensures urgent issues get prioritized, escalated to the right stakeholders, and resolved faster, protecting customer relationships.
How it works
- Ticket timelines and SLA rules are monitored in real time.
- If an issue remains unresolved beyond the threshold, an escalation trigger activates.
- AI routes the ticket to senior agents, managers, or specialized teams.
- Multi-channel alerts (email, Slack, WhatsApp) notify stakeholders.
- Escalation levels (L1 → L2 → L3) are automated until resolution.
- Dashboards track escalated cases and resolution performance.
