Escalation Settings

Escalation settings control what happens when your AI agent can't help a contact and human support is needed.

What Is Escalation?

Escalation is the process of handing a conversation from the AI to your human support team. It happens when:

Contact explicitly requests human help
AI determines it can't adequately help
Configured triggers are met

Accessing Escalation Settings

Go to Settings
Click Escalation (or find in Support Settings)

Basic Configuration

Escalation Email

Where escalation notifications are sent:

support@yourcompany.com

This email receives:

Notification of escalation
Conversation transcript
Contact info (if provided)

Multiple Recipients

Add multiple emails if needed:

support@company.com
manager@company.com

Or use a distribution list.

Email Subject Template

Customize the subject line:

[Goldilocks Escalation] {{topic}} - {{customer_name}}

Variables available:

{{topic}} - Detected topic
{{customer_name}} - Contact name (if known)
{{customer_id}} - Contact ID (if known)
{{timestamp}} - Escalation time

Contact Collection

Required Fields

Information to collect from contacts:

Field	Required	Default
Name	Optional	No
Email	Recommended	Yes
Phone	Optional	No
Message	Optional	Yes

Custom Fields

Add fields specific to your needs:

Order number
Account ID
Department
Preferred contact time

Field Configuration

For each field:

Label - What contact sees
Required - Must fill to submit
Placeholder - Example text
Validation - Email format, phone format, etc.

Escalation Behavior

When to Offer Escalation

Configure when AI offers human support:

Trigger	Description
After N attempts	After X failed response attempts
No relevant content	When knowledge base has no answer
Sentiment detection	When contact seems frustrated
Keywords	Specific phrases trigger offer
Always available	Show escalation option always

Escalation Message

What the AI says when offering escalation:

I want to make sure you get the help you need. Would you like 
me to connect you with one of our support specialists?

Customize to match your brand:

I'd be happy to connect you with our team. They're available 
Monday-Friday, 9am-5pm EST. Would you like me to do that?

Post-Escalation Message

Message shown after contact submits:

Thanks! Our team has received your request and will be in touch 
within 24 hours at the email you provided.

Set realistic expectations based on your response time.

Notification Settings

Instant Notifications

Get notified immediately:

Email to escalation address
Slack webhook (if configured)
SMS (if configured, enterprise)

Notification Content

What's included:

Contact message/question
Conversation transcript
Contact information collected
Detected topic/tags

Transcript Options

Configure transcript inclusion:

Full transcript - All messages
Summary - AI-generated summary
Recent only - Last N messages
None - No transcript

Integration Options

Email Integration

Default: Sends email to configured address.

Help Desk Integration

Connect to your support tool:

Zendesk
Freshdesk
Intercom
Custom webhook

Slack Integration

Send escalations to Slack:

Add Slack webhook URL
Select channel
Customize message format

Webhook Integration

Send to any endpoint:

URL: https://api.yoursite.com/escalations
Method: POST
Headers: Authorization: Bearer xxx

Payload includes all escalation data.

Business Hours

Set Support Hours

Define when human support is available:

Day	Hours
Monday	9:00 AM - 5:00 PM
Tuesday	9:00 AM - 5:00 PM
...	...
Saturday	Closed
Sunday	Closed

Timezone

Set your support timezone:

America/New_York

Outside Hours Behavior

What happens outside business hours:

Queue for next day - Acknowledge and queue
Emergency contact - Offer alternative contact
Callback request - Collect info for callback

Outside Hours Message

Our support team is currently offline. We'll respond to your 
request when we're back online Monday at 9 AM EST. For urgent 
issues, call our emergency line at 555-1234.