Escalation Router
Spots tickets that need a human, tags severity, and routes them to the right person with full context.
A workflow template for a scoped build. Integrations, permissions and outcomes are confirmed with your team; this page is not a claim of an already deployed client system.
The work it handles
Tickets that need a human are spotted early, tagged by severity, and routed to the right person with full context — before they sit in the general queue.
Not every ticket can be auto-resolved, but most sit in a general queue until someone triages them manually. VIP complaints, legal threats and urgent fulfilment issues get the same priority as a sizing question.
How it works
The agent scores every ticket for severity, sentiment and complexity, applies your routing rules, tags priority, assigns the right owner, and attaches a summary so they start informed — not from scratch.
- Ticket scored — Sentiment · severity · VIP flag
- Match routing rule — Team · owner · queue
- Attach context summary — Order · history · prior tickets
- Assign & notify — Owner pinged · SLA set
- Unclassified edge case — Held for team lead review
What it can deliver
- Priority tags
- Owner assignments
- Context summaries
- SLA timers
Potential integrations
Gorgias · Zendesk · Intercom · Slack · Shopify
Access and support are confirmed during scoping. Consequential actions follow the agreed approval rules.
Ownership and operation
Enterprise builds include the agreed code and documentation in your environment. Your team can operate the system, or scope ongoing 187N support.
Review security and data flows ↗Related workflows
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