CapabilitiesSupport & Tickets

Escalation and callback

Escalation: transferring a call to a person

When you set up the Escalate option in the support section, the agent can transfer an active call to a phone number of your choice. This allows a team member to assist the customer directly when the agent can’t resolve the case.

Set up escalation

1

Access the settings

Go to Agent Settings > Support and select the Escalate option.

2

Enter the phone number

Type the phone number to escalate to (for example, +34 600 000 000). This number must be different from your agent’s number.

3

Enable contextual summary (optional)

If you enable the Contextual summary, the agent will give a brief overview of the case to the person receiving the call, so they have context before speaking with the customer.

4

Define mandatory escalation topics (optional)

In the Mandatory escalation field, write the topics or situations where the agent must always transfer the call, regardless of circumstances. For example: “Customer dissatisfied with the service” or “Contract cancellation request”.

The call will continue consuming credits during the transfer, even after the agent is no longer part of the conversation. The destination number must be different from your agent’s number.

Callback: collecting information for a return call

When you set up the Flag option, the agent logs the case as pending and can collect additional information from the customer so your team can call them back later.

Set up callback

1

Access the settings

Go to Agent Settings > Support and select the Flag option.

2

Define extra fields to collect

In Extra fields to collect, define what additional information you want the agent to ask the customer for. For example: reason for the call, preferred time to receive a callback, alternative contact number, etc.

3

Define mandatory callback topics (optional)

In Mandatory callback, write the topics where the agent should always flag the case as pending. For example: “Customer requests to speak with a manager” or “Formal complaint”.

Where tickets appear

All generated tickets (from both escalation and callback) appear in the Support section of your agent. From there you can view the details of each case, add internal notes, and change the ticket status as you work through them.

Mandatory escalation topics and mandatory callback topics are independent of each other. You can configure both if you use the Decide option, so the agent knows when to escalate and when to simply flag as pending.