How to Set Up Escalation Settings
Sometimes a conversation needs a human touch. BrokerBot's Escalation Settings let you control exactly how and when conversations get routed to the right person on your team.
Who Can Configure Escalations?
Only Owners can access and configure Escalation Settings.
Accessing Escalation Settings
Navigate to Settings → Escalations.
Click Settings to configure your escalation rules.
How It Works
When a user asks to speak with a human — or when BrokerBot determines that a question is beyond its scope — it can escalate the conversation. You control where escalations go:
Escalation Recipients
Add specific team members or sub-teams as escalation recipients. When an escalation occurs, these people are notified.
Email Destination
Send escalation notifications to a specific email address. Configure a custom subject line and email body so your team immediately understands the context.
Zendesk Integration
If your team uses Zendesk, you can connect it to automatically create Zendesk tickets when escalations occur. This ensures nothing falls through the cracks in your support workflow.
Enabling Escalations
Toggle the escalation feature On.
Add at least one recipient (team member, sub-team, email address, or Zendesk).
Save your settings.
What Users See
When a user's conversation is escalated, BrokerBot informs them that a human team member has been notified and will follow up.
Questions? Reach out to [email protected].