Setting Up Escalation Groups

Within Settings, navigate to the Escalation Groups section and expand on the Group you want to edit.

By expanding your group, you'll be able to easily adjust its settings:

Initial Message to User - This is the message the user will see when the bot goes looking for a live agent to assist them.

Hours - The hours that agents within this group will be available to handle live chats.

Outside Hours Quest - We recommend setting this to Outside Business Hours. Instead of looking for a live agent, the bot will inform the user that no one is available at this time. It will then confirm the user’s information (name, email address, phone number, and local store) and send an email to the lead email address(es) on file.

Ignore Availability - We recommend keeping this OFF. If you turn it ON, escalations will be assigned to unavailable agents.

Channel to Send Escalations to - Choose swivl if you’ll be using the Conversations section of swivl, or Slack if you’ve setup that integration.

Multiple Escalation Response - This is how the bot will reply if a user sends a message while there’s an active escalation. This response ensures that a user doesn’t create multiple escalations at once. We recommend something along the lines of “Please give me just a few more minutes to see if someone’s available to chat with you.”

No Agent Available Quest - We recommend setting this to “No Agent Service Escalation” or “No Agent Sales Escalation”.

“No Agent Service Escalation” will inform the user that we weren’t able to find anyone to assist at this time. Then, a Service email will be sent to the lead email address(es) on file.

“No Agent Sales Escalation” will inform the user that we weren’t able to find anyone to assist at this time. Then a Sales email will be sent to the lead email address(es) on file and, if enabled, the lead will be pushed to your FMS.

Time Before Skipping Agent (seconds) - This is how many seconds an escalation will remain assigned to an agent before moving on to the next agent. When an escalation times out on an agent, it’s recorded as a missed chat in agent stats. See Monitoring Performance for more information.

Tries Before Going to “No Agent Available” Quest - This is how many agents the bot will try before informing the user that there isn’t anyone available to assist them at this time.

Agents - Click Add Agent to choose from a list of available agents. If you receive an error that you don’t have any agents registered for this channel, ensure that your agents setup their profiles in Conversations or Slack.

We currently have workflows ready for both Service and Sales escalations, but we're always here to help if you have other needs! Once you've set up your escalation groups, just let us know whether all escalations will go to one group or if you've organized your agents into different teams. We're excited to assist you with the rest!