> ## Documentation Index
> Fetch the complete documentation index at: https://docs.supportunicorn.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Slack Escalations

> Escalate conversations to Slack channels for human support

## Overview

Escalate customer conversations to Slack channels, enabling your support team to receive real-time notifications and respond directly through Slack.

## Requirements

* Active Slack workspace
* Slack integration connected (see Integration Setup below)
* Slack channel for escalation notifications
* Appropriate permissions to post messages

## Setup Instructions

### Step 1: Connect Slack Integration

<Card title="Slack Integration" icon="slack" href="/integrations/slack">
  Connect your Slack workspace first
</Card>

### Step 2: Create Escalation Path

1. Navigate to **Agents** → **Your Agent** → **Escalations**
2. Click **"Create Escalation Path"**
3. Fill in the basic information:
   * **Name**: Descriptive name (e.g., "Support Team Slack")
   * **Platform**: Select **"Slack"**
   * **Platform Integration**: Choose your connected Slack workspace

### Step 3: Configure Slack Settings

Configure the following Slack-specific settings:

* **Escalation Channel**: The Slack channel where notifications will be sent (e.g., `#customer-support`)
* **Notification Template** (optional): Custom message format for escalations
* **Mention Users** (optional): Automatically mention specific users (e.g., `@oncall`)
* **Thread Replies**: Enable to keep conversation in threads

### Step 4: Set Up Triggers (Optional)

Choose when to automatically escalate:

* **Manual Only**: Only when customer requests or AI determines need
* **Message Count**: After specific number of messages (e.g., 5)
* **Keywords**: When certain words detected (e.g., "urgent", "manager")

### Step 5: Save Configuration

Click **"Save"** to create the escalation path.

## Configuration Options

| Option                | Description                     | Required |
| --------------------- | ------------------------------- | -------- |
| Escalation Channel    | Slack channel for notifications | Yes      |
| Notification Template | Custom message format           | No       |
| Mention Users         | Users to tag in notifications   | No       |
| Thread Replies        | Use threaded responses          | No       |

## Notification Template

Customize the message sent to Slack:

```
🚨 New Escalation from Live Chat

Customer: {{customer_name}}
Channel: {{channel_name}}
Reason: {{escalation_reason}}

Conversation Summary:
{{conversation_summary}}

View full conversation: {{conversation_url}}
```

### Available Variables

* `{{customer_name}}`: Customer's name or identifier
* `{{channel_name}}`: Communication channel (Live Chat, SMS, etc.)
* `{{escalation_reason}}`: Why the conversation was escalated
* `{{conversation_summary}}`: Brief summary of the conversation
* `{{conversation_url}}`: Link to full conversation in Support Unicorn
* `{{agent_name}}`: Name of the AI agent

## Escalation Triggers

### Manual Only

AI agent escalates only when:

* Customer explicitly requests human help
* AI determines it cannot assist (low confidence)

### Message Count Trigger

Automatically escalate after a specific number of customer messages.

**Example**: If conversation exceeds 5 messages, the AI may not be resolving the issue.

### Keyword Trigger

Escalate when specific keywords are detected in customer messages.

**Example Keywords**:

* Urgent: "urgent", "asap", "emergency"
* Escalation: "manager", "supervisor", "escalate"
* Dissatisfaction: "unacceptable", "frustrated", "complaint"

## How It Works

When escalation is triggered:

1. **Slack Notification**: Message posted to configured channel
2. **AI Pauses**: AI agent stops responding to the conversation
3. **Team Notified**: Support team members receive Slack notification
4. **Context Included**: Full conversation history shared
5. **Human Takeover**: Team member responds through original channel

## Managing Slack Escalations

### Test Connection

1. Navigate to **Agents** → **Your Agent** → **Escalations**
2. Find your Slack escalation path
3. Click **"Test Connection"**
4. Verify test message appears in Slack channel

### Activate/Deactivate

Toggle the **"Active"** switch to enable or disable the escalation path.

### Edit Settings

1. Navigate to **Agents** → **Your Agent** → **Escalations**
2. Click the Slack escalation path
3. Update configuration
4. Click **"Save Changes"**

### Set Priority

If you have multiple escalation paths, drag and drop to set priority order.

## Best Practices

1. **Dedicated Channel**: Use a specific channel for escalations (e.g., `#ai-escalations`)
2. **Clear Notifications**: Include relevant context in notification templates
3. **Mention On-Call**: Tag the current on-call support person
4. **Thread Conversations**: Enable threading to keep channel organized
5. **Monitor Response Time**: Track how quickly team responds to escalations
6. **Regular Testing**: Test the escalation path weekly

## Example Use Cases

### Use Case 1: General Support Escalations

**Configuration**:

* **Channel**: `#customer-support`
* **Trigger**: Message count > 5
* **Mentions**: `@oncall`
* **Thread Replies**: Enabled

**Scenario**: When conversation goes back and forth more than 5 times, escalate to on-call support.

### Use Case 2: Urgent Issues

**Configuration**:

* **Channel**: `#urgent-support`
* **Trigger**: Keywords ("urgent", "emergency", "critical")
* **Mentions**: `@support-lead` `@oncall`
* **Thread Replies**: Disabled

**Scenario**: Immediately notify leadership when urgent keywords detected.

### Use Case 3: Billing Inquiries

**Configuration**:

* **Channel**: `#billing-team`
* **Trigger**: Keywords ("refund", "charge", "billing", "payment")
* **Mentions**: `@billing-team`
* **Thread Replies**: Enabled

**Scenario**: Route billing-related conversations to specialized billing team.

## Using in Procedures

Reference the escalation path in your AI agent procedures:

```markdown theme={null}
If the customer needs more help:
{{escalate:escal_slack_support}}
I've notified our support team. Someone will assist you shortly!
```

<Card title="Procedures Guide" icon="gears" href="/agents/procedures">
  Learn how to use escalations in procedures
</Card>

## Troubleshooting

### Notifications Not Appearing in Slack

* Verify Slack integration is connected and active
* Check that the channel name is correct (include `#`)
* Ensure bot has permission to post in the channel
* Invite the Support Unicorn bot to the channel
* Test connection using "Test Connection" button

### Mentions Not Working

* Verify user handles are correct (e.g., `@username`)
* Use user IDs instead of display names for reliability
* Ensure mentioned users have access to the channel

### Duplicate Notifications

* Check for multiple active escalation paths with same triggers
* Review trigger conditions to make them more specific
* Set priority order to control which path fires first

### Messages Missing Context

* Verify notification template includes conversation variables
* Check that webhook is configured correctly
* Review escalation service logs for errors

## Next Steps

<CardGroup cols={2}>
  <Card title="Slack Integration" icon="slack" href="/integrations/slack">
    Complete Slack integration setup
  </Card>

  <Card title="Other Escalation Platforms" icon="plug" href="/escalations/zendesk">
    Set up Zendesk, Jira, or Teams escalations
  </Card>
</CardGroup>