L1 to L2 Escalation for Multi-Level Chat Support

Seamlessly elevate chat support across tiers and Teams

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

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.