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

# Escalation (Grio CX)

> Escalate conversations and notify supervisors

## When to escalate

Escalate when:

* The customer is upset or the topic is sensitive (e.g. billing, complaint).
* The conversation needs a human or a specialist.
* SLA is at risk or breached and a supervisor should be notified.

## How to escalate manually

1. Open the **conversation** in **Inbox** or **Support** → **Conversations**.
2. Change **status** to **Escalated** (or your org’s equivalent).
3. **Assign** the conversation to a supervisor or the right team.
4. Optionally **create a task** (e.g. “Human follow-up”) and assign it so someone is explicitly responsible.
5. Add a **tag** (e.g. “Escalated”, “Supervisor”) so you can filter and report.

## Automatic escalation with workflows

You can use **Workflows** so that when a conversation is marked **Escalated** (or when SLA is at risk):

* A **supervisor** is notified (e.g. email or Slack).
* A **task** is created (e.g. “Escalated – follow up”) and assigned to a team or person.
* The conversation is **tagged** for reporting.

Configure these workflows in **AI Hub** → **Workflows** (or your Workflows list). Triggers might be “Conversation status changed” or “SLA at risk”; actions might be “Notify supervisor”, “Create task”, “Tag conversation”.

## SLA at risk

If your organization uses **SLA** (e.g. first response time, resolution time):

* Workflows or alerts can run when a conversation is **at risk** or **breached**.
* Actions can include: notify supervisor, create task, assign to a dedicated team, or tag. Check **Workflows** and **Settings** for SLA and notification rules.

## After escalation

* Supervisors or assigned agents handle the conversation, reply, and update status (e.g. back to Pending, then Resolved when done).
* Use **Analytics** to track escalation rate, response times, and SLA by channel or team.