Detects sensitive or high-risk cases early and routes them to the right owner.
Activation complexity
Medium
Time to activate
10-21 days
Volume share
5-15% of role volume
Impact range
90-97% correct-route rate
Inherited pricing
€0.30 – €0.90 per ticket handled
This capability shares the Support Agent's metered unit. A ticket handled is counted once at the role level regardless of which capability handled it. Adding this capability to an active deployment does not change the per-action price.
What this capability handles
Escalation Detection & Routing is the safety layer of the Support Agent. It watches for escalation signals — severity language, VIP status, repeat-issue patterns, policy-sensitive categories — scores the case, attaches the context a human would need, and routes to the right owner.
Workflow summary
Watches for escalation signals, classifies severity, attaches context, routes to the correct owner.
Stages
Decision logic
Uses escalation signals and priority rules to route without waiting for manual triage.
Systems and data
{"help desk",CRM,"incident or escalation queues",Slack}
{"ticket text","customer tier","account flags",history}
Exceptions & human handoff
Ambiguous severity cases can be dual-routed or flagged for review.
Severity language, VIP status, policy-sensitive category, repeat issue.
Readiness
Clear severity model, owner mapping, escalation service levels.
Owner on client side · Head of Support
Impact contribution
Reduces mishandled escalations and improves severity accuracy. Contribution varies by severity-sensitive traffic share.
Primary KPI · Severe-case detection rate · 90-97% correct-route rate
Prerequisites
Activating Escalation Detection & Routing in production requires the following capabilities to be live first. Ordering matters — routing and classification quality propagate.
The chat opens with Support Agent and Escalation Detection & Routing pre-selected. You can add other capabilities during the conversation.