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Escalate Customer Chats
Ask the right teammate about flagged chats in a private group chat
Use this Agent instantly or customize it - no programming needed
- Flagged customer chatFlagged customer chat
Your escalation tag identifies the customer message and chat that need a teammate's judgment.
- Chat thread and statusChat thread and status
Your customer's messages and recent replies show the issue and whether the chat remains open.
- Assigned chat ownerAssigned chat owner
Your chat's assigned owner is the person who needs the handoff link.
- Owner contact mappingOwner contact mapping
Your account mapping gives the owner's group chat ID and email address.
- Teammate routing rulesTeammate routing rules
Your routing rules choose a teammate, with your triage teammate as fallback.
- Customer detail sharing rulesCustomer detail sharing rules
Your rules control which customer details can enter the private group chat.
Your customer chat platform signals an escalation tag and shows the chat's messages, owner, and status.
- Handoff problem emailHandoff problem email
Your owner receives an email explaining why the group handoff could not start.
Your email service emails the original owner the handoff link and the teammate asked.
- Handoff problem emailHandoff problem email
Your owner receives an email explaining why the group handoff could not start.
Your team chat app opens the private group, finds earlier handoffs, and links to its messages.
- Handoff message linkHandoff message link
Your group message link takes the owner straight to the decision request.
- Owner handoff emailOwner handoff email
Your owner receives the handoff link and knows which teammate was asked.
- Group handoff requestGroup handoff request
Your teammate sees the decision question and approved customer context in a private group chat.
- Handoff message linkHandoff message link
Your group message link takes the owner straight to the decision request.
- Owner handoff emailOwner handoff email
Your owner receives the handoff link and knows which teammate was asked.
This Agent starts when you tag a customer message for escalation. It reads the thread and chooses a teammate using your rules. It asks them in a private group chat and emails you the handoff link.
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GmailUsed as:
- Email service
Gmail emails the original owner the handoff link and the teammate asked.
SlackUsed as:
- Customer chat platform
Slack signals an escalation tag and shows the chat's messages, owner, and status.
- Team chat app
Slack opens the private group, finds earlier handoffs, and links to its messages.
Microsoft OutlookUsed as:
- Email service
Microsoft Outlook emails the original owner the handoff link and the teammate asked.
ClickUpUsed as:
- Customer chat platform
ClickUp signals an escalation tag and shows the chat's messages, owner, and status.
- Team chat app
ClickUp opens the private group, finds earlier handoffs, and links to its messages.
ZoomUsed as:
- Customer chat platform
Zoom signals an escalation tag and shows the chat's messages, owner, and status.
- Team chat app
Zoom opens the private group, finds earlier handoffs, and links to its messages.
- Email service
Zoom emails the original owner the handoff link and the teammate asked.
BrevoUsed as:
- Email service
Brevo emails the original owner the handoff link and the teammate asked.
Microsoft TeamsUsed as:
- Team chat app
Microsoft Teams opens the private group, finds earlier handoffs, and links to its messages.
ZendeskUsed as:
- Customer chat platform
Zendesk signals an escalation tag and shows the chat's messages, owner, and status.
Google ChatUsed as:
- Customer chat platform
Google Chat signals an escalation tag and shows the chat's messages, owner, and status.
- Team chat app
Google Chat opens the private group, finds earlier handoffs, and links to its messages.
IntercomUsed as:
- Customer chat platform
Intercom signals an escalation tag and shows the chat's messages, owner, and status.
Microsoft Office 365Used as:
- Email service
Microsoft Office 365 emails the original owner the handoff link and the teammate asked.
RingCentralUsed as:
- Team chat app
RingCentral opens the private group, finds earlier handoffs, and links to its messages.
ClickSend SMSUsed as:
- Email service
ClickSend SMS emails the original owner the handoff link and the teammate asked.
KeapUsed as:
- Email service
Keap emails the original owner the handoff link and the teammate asked.
ChatworkUsed as:
- Team chat app
Chatwork opens the private group, finds earlier handoffs, and links to its messages.
SendGridUsed as:
- Email service
SendGrid emails the original owner the handoff link and the teammate asked.
Zoho MailUsed as:
- Email service
Zoho Mail emails the original owner the handoff link and the teammate asked.
ServiceM8Used as:
- Email service
ServiceM8 emails the original owner the handoff link and the teammate asked.
Campaign MonitorUsed as:
- Email service
Campaign Monitor emails the original owner the handoff link and the teammate asked.
GetResponseUsed as:
- Email service
GetResponse emails the original owner the handoff link and the teammate asked.
MailgunUsed as:
- Email service
Mailgun emails the original owner the handoff link and the teammate asked.
MailjetUsed as:
- Email service
Mailjet emails the original owner the handoff link and the teammate asked.
lemlistUsed as:
- Email service
lemlist emails the original owner the handoff link and the teammate asked.
FrontUsed as:
- Customer chat platform
Front signals an escalation tag and shows the chat's messages, owner, and status.
Help ScoutUsed as:
- Customer chat platform
Help Scout signals an escalation tag and shows the chat's messages, owner, and status.
respond.ioUsed as:
- Customer chat platform
respond.io signals an escalation tag and shows the chat's messages, owner, and status.
OneSignalUsed as:
- Email service
OneSignal emails the original owner the handoff link and the teammate asked.
SuperchatUsed as:
- Customer chat platform
Superchat signals an escalation tag and shows the chat's messages, owner, and status.
- Email service
Superchat emails the original owner the handoff link and the teammate asked.
ActiveCampaign PostmarkUsed as:
- Email service
ActiveCampaign Postmark emails the original owner the handoff link and the teammate asked.
Mailchimp TransactionalUsed as:
- Email service
Mailchimp Transactional emails the original owner the handoff link and the teammate asked.
Microsoft ExchangeUsed as:
- Email service
Microsoft Exchange emails the original owner the handoff link and the teammate asked.
SenderUsed as:
- Email service
Sender emails the original owner the handoff link and the teammate asked.
Made for your industry
Escalate Customer Chats is made for businesses in these industries.
- Retail
Share a shopper's unresolved chat with a teammate and send its handoff link.
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Hand a client's unresolved support chat to a teammate for a decision.
Show all Agents for the IT Services industry - Financial Services
Escalate a client's account question with only approved chat details.
Show all Agents for the Financial Services industry - Insurance
Bring a policyholder's chat question to a teammate for judgment.
Show all Agents for the Insurance industry - Telecommunications
Escalate a service question with its chat history and a clear decision request.
Show all Agents for the Telecommunications industry - Web Hosting
Bring a website support question to a teammate with the relevant chat context.
Show all Agents for the Web Hosting industry
Made for your role
Escalate Customer Chats is made for people in these roles.
- Customer Service Manager
Give escalated chats a clear question and a link for the original owner.
Show all Agents for the Customer Service Manager role - Customer Service Representative
Ask a teammate to judge a flagged chat and email its handoff link.
Show all Agents for the Customer Service Representative role - Customer Support Coordinator
Route flagged support chats to teammates and send owners the handoff links.
Show all Agents for the Customer Support Coordinator role
Made for your department
Escalate Customer Chats is made for people in these departments.
- Customer Service
Carry flagged customer chats into a team discussion with a clear question.
Show all Agents for the Customer Service department
How Escalate Customer Chats works
4 steps, in order, on every run.
-
Read the flagged chatRead the tagged message and nearby replies. Email the owner if the chat has closed or the message cannot be read.
-
Choose the teammate and questionIdentify the decision from the thread and choose a teammate using your routing rules. Choose your default triage teammate when no rule clearly matches.
-
Post the group handoffOpen a private group chat with the owner and teammate. Post approved context and the question unless a handoff already exists.
-
Email the handoff linkEmail the owner the handoff link and decision needed. Report a missing link or failed email for follow-up.
How to Get Started
Connect the tools you already use, such as Gmail, Slack or Microsoft Outlook.
32 tools
- Choose the escalation tag that owners apply to a customer message when they need another teammate's judgment.
- Map each chat owner's account ID to their group chat user ID and email address, with a support lead as the fallback for unassigned chats.
- Set issue-to-teammate routing rules, a default triage teammate, and which customer details may be shared in the private group chat.
Use safe mode to approve every result before it goes out, or let the Agent run automatically.
FAQs
Frequently asked questions about the Escalate Customer Chats:
No. You choose which customer details can be shared. The Agent posts a brief with a decision question, while the original chat stays in its support tool.
You choose a default triage teammate. That teammate gets the question in the group chat and can decide who should take it.
The Agent checks the group chat for the same customer conversation and reuses its link when it finds an existing handoff.
You map chat owners to email addresses. The original owner gets the link, and you can set a support lead as the fallback for unassigned chats.
It stops and asks you. The Agent does not guess when it reaches a decision you have not approved.
Yes. Every run creates a plain-language log that you can review and export. Logs are kept for twelve months.
The Agent stops at the end of the billing month and its tool connections are removed. Your run logs remain available for twelve months.
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