Support Escalation

When the agent can’t resolve a request through actions or documentation, it escalates to your team. Users never hit a dead end.

The Escalation Flow

Example escalation

User: “I’m getting error 500 when I try to upload files larger than 10MB”Agent checks: Is there an action for this? No.Agent searches docs: Any troubleshooting for upload errors? Nothing matches.Agent responds: “I wasn’t able to find a solution for this. I’ve sent your issue to our team with the conversation details. They’ll follow up with you shortly.”Your team receives: Issue + full conversation context + user info

What Gets Sent

When an issue escalates, your team receives:

Conversation

The full chat history leading to escalation

User Context

End user ID, session info, app state at time of issue

Agent Attempts

What actions/docs the agent tried before escalating

Timestamp

When the issue occurred

Configuring Escalation

Open Dashboard

Go to modifywithai.com/dashboard

Navigate to Settings

Select your app → Settings → Escalation

Choose Destination

Select where escalated issues should go:

Email
Webhook
Slack

Issues sent to a support email address. Simple setup, works with any workflow.

POST to your ticketing system (Zendesk, Intercom, Linear, etc.)

{
  "type": "escalation",
  "timestamp": "2024-01-15T10:30:00Z",
  "endUserId": "user_abc123",
  "conversation": [
    { "role": "user", "content": "I'm getting error 500..." },
    { "role": "assistant", "content": "I wasn't able to find..." }
  ],
  "context": {
    "currentPage": "/settings/uploads",
    "appState": { }
  },
  "agentAttempts": {
    "actionsChecked": ["uploadFile", "retryUpload"],
    "docsSearched": ["upload errors", "file size limits", "error 500"]
  }
}

Customizing the Handoff Message

By default, the agent says “I’ve sent your issue to our team.” Customize this to set expectations:

const assistant = useAssistant({
  escalationMessage: "I've created a support ticket for you. " +
    "Our team typically responds within 2 hours during business hours.",
  // ...
})

Best Practices

Respond Quickly

Users escalate when they’re stuck. Fast responses build trust.

Close the Loop

Let users know when their issue is resolved.

Feed Learnings Back

Common escalations reveal gaps in your actions or docs.

Set Expectations

Use the custom message to tell users when to expect a response.

Reducing Escalations

Frequent escalations on the same topic signal a gap in your coverage.

Pattern	Solution
Same question repeatedly	Add it to your documentation
Users asking for an action	Add it to `availableActions`
Bug reports	Fix the underlying issue

The dashboard shows escalation trends to help you identify patterns.

Getting Started

Core Concepts

The Escalation Flow

What Gets Sent

Conversation

User Context

Agent Attempts

Timestamp

Configuring Escalation

Customizing the Handoff Message

Best Practices

Respond Quickly

Close the Loop

Feed Learnings Back

Set Expectations

Reducing Escalations

Getting Started

Core Concepts

​The Escalation Flow

​What Gets Sent

Conversation

User Context

Agent Attempts

Timestamp

​Configuring Escalation

​Customizing the Handoff Message

​Best Practices

Respond Quickly

Close the Loop

Feed Learnings Back

Set Expectations

​Reducing Escalations

The Escalation Flow

What Gets Sent

Configuring Escalation

Customizing the Handoff Message

Best Practices

Reducing Escalations