Escalation Risk Alerts
Flag conversations likely to escalate before they miss SLA.
Escalation Risk Alerts Flag conversations likely to escalate before they miss SLA.
Watches live support threads for negative sentiment, repeat contacts, wait time, and policy friction so teams can intervene earlier.
Live repeat contacts are likely to breach before the next shift
The risk queue spots conversations with negative sentiment, repeat pings, and wait-time drift so supervisors can intervene before escalation.
| Thread | Signal | Action |
|---|---|---|
| ZD-77290 | 3rd contact | Supervisor reply |
| GX-10214 | Refund anger | Policy review |
| DX-8812 | SLA aging | Reroute queue |
Includes
Zendesk
ConnectorReads tickets, macros, CSAT, escalations, and support history from Zendesk.
Gorgias
ConnectorReads ecommerce support tickets, customer history, and macros from Gorgias.
Gladly
ConnectorReads customer conversations, tasks, and support history from Gladly.
Dixa
ConnectorReads customer support conversations, queues, and handoffs from Dixa.
Slack
ConnectorReads team channels, standups, escalation threads, and handoff conversations from Slack.
Shopify
ConnectorAdds order, customer, product, fulfillment, and ecommerce context from Shopify.
Stripe
ConnectorAdds payments, subscriptions, invoices, disputes, and revenue context from Stripe.