Configuring escalation settings
Updated June 14, 2026
Escalation settings
When an agent escalates a conversation, you can notify your team through several channels.
Auto-assign in Zendesk
When enabled, escalated conversations are automatically assigned to a human agent in Zendesk.
Slack webhook
Paste a Slack Incoming Webhook URL to receive a message in Slack every time a conversation is escalated.
Telegram Team Chat ID
Enter the Telegram group or supergroup chat ID (a negative integer, e.g. -1001234567890) to receive interactive escalation alerts in Telegram. When a conversation escalates, the bot posts an alert in that group with Forward Reply and Resolve inline buttons.
Requires a Telegram bot connected on the Integrations page.
Email notifications
Enter one or more comma-separated email addresses to be notified by email on escalation.