> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.aura.konceptservices.com/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.aura.konceptservices.com/_mcp/server.

# Escalation and callback

> Configure how your agent transfers calls to humans and collects information for return calls.

## 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

#### Access the settings

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

#### 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.

#### 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.

#### 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".

> **Warning**
>
> 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

#### Access the settings

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

#### 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.

#### 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.

> **Info**
>
> 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.