Escalated Actions

Escalations occur when the agent needs additional information, guidance, or approval before continuing an engagement. Review escalated engagements and take action to help ensure constituents receive accurate responses.

Questions about escalations? See Escalations in the FAQs.

Open an Escalated Engagement

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

  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 review the escalation.

Review Inbound Escalations

Inbound escalations occur when the agent needs more information or guidance before responding to a constituent. The actions available depend on the type of escalation.

Note: Not all escalations include the same actions. The agent surfaces actions based on the type of escalation and the information needed to resolve it. For example, you may be asked to provide more information, approve a proposed response, let the conversation continue, or assign the engagement to a person for follow-up.

Answer Escalation Questions

When the agent needs more information to answer a constituent's question, select Provide more information.

In Answer escalation questions, answer questions with information that can help the agent generate an accurate response. You can also add a URL for the agent to reference in its response.

If the agent identifies potential gaps in your answer, it displays suggestions for additional information you may want to include. You can revise your answer or select Ignore warnings to continue without making changes.

Select Submit answers to update the agent's response.

Review Conversations That May Require Human Follow-up

Some inbound escalations require you to review the conversation and decide whether the agent should continue or a person should follow up.

After you review the engagement, choose one of the available actions:

  • Let the conversation continue if the agent can continue responding to the constituent.

  • Assign to a person when someone should respond directly to the constituent.

If a message includes sensitive or urgent information, follow your organization's policies for review and follow-up.

Review Outbound Escalations

Outbound escalations occur when the agent needs review or approval before continuing with a message.

Choose an action:

  • Finish review to mark the engagement as reviewed and allow the agent to proceed with the message as written.

  • Provide feedback to help the agent regenerate the message. You can choose whether feedback applies only to the current message or also to future engagements.

  • Cancel engagement to stop the message from being sent. The message moves to the Complete and cancelled tab.

  • Mark all engagements as reviewed to approve all listed engagements without opening each one individually.