Tools
Escalation Router
Reads a support ticket and customer history and returns a structured escalation decision.
Module
Tools
where it lives
What it does
Reads a support ticket and customer history and returns a structured escalation decision
Accepts a ticket and the customer's prior history, and returns a structured escalation decision: whether to escalate, where to route, priority level, and a short set of talking points drawn from the inputs. The escalation paths and priority tiers are configurable per deployment.
When you’d reach for it
- ▸Routing a high-value account's ticket to the correct account manager based on the contact's prior history.
- ▸Escalating repeat-failure field jobs to a senior technician queue with the relevant context attached.
- ▸Sending contract-risk SaaS escalations to a customer success queue with the deal and renewal details surfaced.
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