Escalation Block allows you to plan how a customer will be transferred to other support channels if the case is not possible to be resolved by a bot.
Each escalation contains:
- Bot message - to communicate to the customer what is happening
- Escalation methods
- Send an email: Enter the email address of the agent or support department the ticket should go to. For example, your support email. The email would be sent from firstname.lastname@example.org
- Forward to an agent: You can select the department where the chat should be escalated to. Default Department is the transfer department you entered in Settings > Chat Platform > Integration Parameters.
- Custom Escalation: This does not escalate towards a specified endpoint. It acts as a way to add a label for analytics purposes to mark escalation traffic to another location, such as webform, hotline.