Escalation rules define automated actions that fire when a conversation's confidence score falls into a specific band. Rules are evaluated in order — the first matching rule wins.
The Escalation Rules tab displays each rule as a draggable card. Rules are evaluated top to bottom.
Rule Structure
Each rule consists of:
| Field | Description | Required |
|---|---|---|
| Name | Display label for the rule | Yes |
| Confidence Band | Which band triggers this rule — High, Medium, or Low | Yes |
| Action Type | What happens when the rule matches (see below) | Yes |
| Enabled | Toggle to activate or deactivate the rule without deleting it | Yes |
| Order | Priority position — drag cards to reorder | Auto |
Action Types
| Action | Description | Configuration |
|---|---|---|
| Create Ticket | Opens a support ticket automatically | Priority (Default/Low/Medium/High/Critical), Assigned To, Include AI Context |
| Flag for Review | Marks the conversation for human review | Notify User ID |
| Suppress Response | Blocks the AI response and returns a fallback message | Fallback Message (free text) |
| Auto Respond | Takes no automated action — the AI responds normally | None |
Expand a rule card to configure action-specific settings. The configuration section only appears for action types that have additional options.
Creating a Rule
Open the Escalation Rules Tab
Click the Escalation Rules tab at the top of the Settings page.
Add a Rule
Click Add Rule. A new rule card appears at the bottom of the list with default values (Low confidence, Create Ticket action).
A new rule card appears with default settings ready to configure.
Configure the Rule
Enter a name, select the confidence band and action type, then expand the card to set action-specific options.
Reorder if Needed
Drag rule cards to change evaluation order. The first matching rule is the one that fires.
Save Changes
Click Save Changes to persist all rule modifications.
Testing Rules
Click Test Rule to open a dialog where you can enter a confidence score (0–100%) and see which rule would match. The test result shows the matched rule name, action type, and confidence band.
Rules are evaluated in the order shown. If multiple rules match the same confidence band, only the first enabled rule fires. Drag cards to set the right priority.
Related Pages
- Confidence Thresholds — configure the bands that trigger escalation rules
- Tickets — view tickets created by escalation rules
- Conversation Logs — review audit records with escalation decisions