Escalated Actions

Escalated actions help ensure constituents receive accurate and complete responses when an engagement requires additional review. Escalations occur when the agent needs more information, human input, or approval before continuing.

You can review escalated actions from the Needs attention section on the Development Agent or Work Center page.

Open an Escalated Engagement

  1. Go to the Development Agent or Work Center page.

  2. In Needs attention, select a link to review inbound or outbound escalations.

  3. Select an engagement to open the Escalated actions page and take action on the inbound or outbound escalation.

Review Inbound Escalations

Choose one of the available actions:

  • Approve if the proposed response is accurate and complete.

  • Generate response creates a draft reply based on the engagement context and constituent data. You can review and edit before sending.

  • Provide more information when the response needs improvement. Add helpful details or links, then select Submit answers to update the agent's answer.

  • Assign to a person when a human should respond directly. Enter the name of the person who will follow up, then select Assign.

Review Outbound Escalations

Choose one of the available actions:

  • Finish review - Marks the engagement as reviewed and allows the agent to proceed with the message as written.

  • Provide feedback - Share feedback with the agent to regenerate the message. The agent uses your feedback to update the content before it’s sent.

  • Cancel engagement - Stops the engagement so the message is not sent. The message moves to the Complete and cancelled tab.

  • Mark all engagements as reviewed - Approves all listed engagements at once without opening each one individually.