Escalation Alerts Setup
Get notified immediately when your AI chatbot escalates conversations to human agents at unusual rates.
Why Monitor Escalations?
High escalation rates may indicate:
- Knowledge gaps in your AI
- Product issues causing confusion
- Training data problems
- System errors
Setting Up Alerts
Step 1: Navigate to Alerts
- Go to Settings → Alerts
- Click Create New Alert
- Select Escalation Alert
Step 2: Configure Thresholds
- Escalation Rate Threshold: Set a percentage (e.g., alert if >30%)
- Volume Threshold: Minimum conversations before alerting
- Time Window: 1 hour, 4 hours, or 24 hours
Step 3: Choose Notification Channels
- Email: Immediate or digest
- Slack: Real-time channel notifications
- Webhook: Integrate with your tools
- SMS: For urgent issues (Enterprise)
Best Practices
- Start with conservative thresholds, then tighten
- Set up alerts during business hours first
- Create different alerts for different severity levels