Escalation Router
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.
Escalation Router
Spots tickets that need a human, tags severity, and routes them to the right person with full context.
Support
The problem
What this agent takes off your plate
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.
- Severity and sentiment scored on every ticket
- Routing rules applied consistently — VIP, legal, ops
- Full context summary attached for the assignee
- SLA timers set based on priority automatically
How it works
From ticket to the right owner
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.
Why this agent
Spots tickets that need a human, tags severity, and routes them to the right person with full context.
Outcomes
- VIP and urgent tickets never sit in general queue
- Agents start with context — not a cold ticket
- Routing consistency across every shift
- SLA compliance improves on priority cases
Connects to
Writes back
Turn tangled operations into clean, owned automation.
187N reads your tickets, orders and brand rules — then runs the work across every department and writes back to the tools you already use. Your team keeps the exceptions; the agents take the rest.
