Support
Escalation
The Escalation agent helps customer experience teams with detects VIP, outage, or legal-sensitive threads. It runs with EU AI Act–ready guardrails: your integrations stay connected, sensitive actions pause for human approval, and every output stays traceable for audit.
Contact us about this agent Private testing — we set up tokens after onboarding
Capabilities
- Detects VIP, outage, or legal-sensitive threads
- Bundles timeline, sentiment, and assets
- Routes to on-call with severity scoring
- Suggests interim customer messaging
How it works
Listen to the customer
Tickets, chats, and feedback streams feed the agent with full thread context.
Draft grounded responses
The Escalation agent cites macros and articles while respecting tone and policy.
Close or escalate
Resolved threads auto-close; edge cases bundle evidence for specialists.
Required integrations & tools
Connects to: Zendesk, PagerDuty / Opsgenie, Slack.
Token estimate
Typical cost: ~6–12 tokens per run
SS-19
Escalation running in the AgentWorks platform
1440 × 900pxRelated agents
More support templates you can deploy the same way.