Multi-Level Chat Support: Seamless L1 to L2 Escalation

Boost agent productivity and scale support operations efficiently by streamlining L1 to L2 escalation

L2 Agent View of an Escalated Chat Session

When a chat is escalated to Level 2, the agent dashboard clearly highlights the session for quick visibility. Each escalated chat includes tags (such as issue type or priority), status icons for context, and the previous agent’s comment summarizing the case. This ensures the L2 agent has immediate insight into the conversation history, customer details, and why escalation occurred—allowing them to resolve the issue efficiently without repeating earlier steps.

Empower your service desk with dynamic escalation

Transfer live chat sessions between support tiers or departments in real time—without disruption. Agents can escalate conversations instantly to the right team using a simple button or command (/escalate), ensuring users get the expert help they need faster.

For Agents

  • Escalate in one click or with /escalate

  • Choose from pre-configured agent lists or pipeline stages

  • Automatically disconnects agent upon escalation with clean handover

  • Visual logs for all escalations in the flow timeline

Check out our other Agent features

Key Benefits

  • Faster Resolutions: Route users directly to specialized support teams based on their issue.

  • Flexible Escalation Paths: Support multi-level, tiered, or departmental escalation logic.

  • Agent Efficiency: Reduce repeat questions and handoffs by escalating with full chat context.

  • Smarter Workflows: Escalation options are built into your pipeline configuration—once set up, agents can act instantly.

For End Users

  • Clear notifications when being routed to another support tier

  • Reassured with live updates during re-routing

  • See new estimated wait messages in real-time

  • Maintains conversation history across escalations

Use Job Titles to Prioritize Chat Support for VIP Users

Job titles can tell you a lot about a user's role and importance within an organization. By leveraging this information, your helpdesk can automatically identify VIP users, such as executives or high-level managers, and prioritize their support requests. For example, a CFO’s inquiry could be routed to a senior support team member for faster resolution, ensuring critical issues are addressed promptly. This targeted approach not only improves the user experience for VIPs but also enhances overall operational efficiency by aligning resources with the specific needs of different users.

Automatically Pull User Information During AI Chat Sessions

Automatically pulling user information allows the chat service to provide a more personalized and efficient experience - including routing and agent notifications. By seamlessly integrating with Microsoft Entra and Azure AD properties, we can access key details like job titles and roles.

Customizable & Configurable

Built for flexibility—escalation logic can be tailored to your support structure:

  • Define tier-based routing rules

  • Assign to specific agent groups or roles

  • Set intelligent wait-timeouts and fallback behaviors

  • Customize user-facing messages throughout the experience

Reporting & Insights

Track performance and escalation trends with ready-made reports, giving you full visibility into team performance and user friction points:

  • Level 1 Escalated Chats

  • Level 1 Chats Handled vs Escalated Over Time

  • Tier 1 Chats Handled vs Escalated by Agent

Alongside these reports, every completed chat session includes Metadata and Flow Tracking—detailing when escalations happened, who handled them, and where they were routed. The Flow tab visualizes the agent’s actions and transfer points, while the Metadata tab adds supporting session details, giving you complete context in one view.