Escalation triggers
Automatically escalate conversations to senior agents or managers when risk signals are detected.
Escalation triggers fire when a conversation shows signs of heightened risk — customer frustration, SLA breach, repeated contact, or explicit escalation requests. Instead of relying on agents to notice these signals manually, Liya detects them and takes action automatically.
AI-detected escalation signals
Liya continuously monitors conversations for the following escalation signals:
| Signal | Detection method | Example |
|---|---|---|
| Escalation request | NLP on customer message | "I want to speak to a manager", "I need to escalate this" |
| Legal language | Keyword + context analysis | "I'm going to contact my lawyer", "This is a legal matter" |
| Threat to churn | Sentiment + keyword | "I'm cancelling my account", "switching to a competitor" |
| Repeated contact | Conversation count | Same customer opens 3rd ticket in 7 days on the same topic |
| Unresolved SLA breach | SLA policy + time | First-response deadline missed by > 1 hour |
| High frustration | Sentiment tracking | Sentiment stays 'frustrated' after 2 agent replies |
| Negative CSAT | CSAT score received | Customer rates 1 or 2 stars on a prior interaction |
Creating an escalation rule
Go to Settings → Automations → Escalation triggers
Click Create escalation rule.
Set the trigger event
Choose when the rule evaluates: on a new customer message, after agent reply, or on a time-based interval (e.g. "conversation idle for 4 hours").
Add escalation conditions
Add one or more conditions that identify the escalation scenario. Common combinations:
- Escalation signal = "escalation_request"
- AI sentiment = frustrated AND reply count ≥ 3
- SLA status = breached AND priority = urgent
- Conversation tag = "legal-flag"
Configure escalation actions
Actions typically include one or more of:
- Reassign to a senior agent or escalation group
- Set priority to Urgent
- Add tag:
escalated - Notify the team lead via Slack or in-app notification
- Send a holding reply to the customer (e.g. "I'm escalating this to a senior team member who will be in touch within the hour.")
Escalation notification templates
When an escalation fires, Liya can send a notification to the escalation agent or group. Configure the notification template in Settings → Automations → Escalation → Notification template.
Available variables in templates:
{{customer_name}}— customer's name{{ticket_id}}— conversation ID{{escalation_reason}}— the signal that triggered escalation{{conversation_url}}— direct link to the conversation in Liya{{priority}}— current priority level
Escalation tracking
View all escalated conversations in Dashboard → Escalations. This view shows:
- All conversations currently flagged as escalated
- The trigger that caused each escalation
- Time since escalation was triggered
- Current assignee and status
Escalation metrics are also available in the Analytics dashboard — including escalation rate, average resolution time post-escalation, and most common escalation signals.