Escalations can be defined in two ways, and they can be used in combination to give the best customer experience:
1. Default escalation group
In cases where you would like to direct all chats to one group, this can be configured by setting the default transfer group in Settings > CRM Integration > Integration Parameters.
Under the field Transfer Group, enter the Group ID of the group you'd like it to transfer to as it appears on Zendesk.
2. Specific escalation group
In some cases you might wish to direct customers to different groups depending on their query. For example, if a customer hits a sales intent you might wish to direct their conversation to the sales department, rather than the customer service department.
This customized escalation can be configured within specific dialogue escalation blocks by entering the group ID of the specific group under the field
When this is not specified, it will fallback to the default escalation group.