Skip to main content
An escalation is a conversation Ash handed to a person on your team. It happens when the customer asks for something Ash shouldn’t handle, when it doesn’t know the answer, or when your rules say so.

​
Who finds out

  • The people you chose in Settings → Ash → Team alerts → Who gets escalations. Ash messages them on WhatsApp.
  • Everyone sees it in Escalations, in the bell, and on Home.

​
Find them

In Escalations, in the side menu, filter by Pending, Resolved, or All. Each row shows When, Customer, Reason, Assigned to, and Status.

​
Handle an escalation

1

Take it

Tap Take it. It’s assigned to you.
2

Read what happened

Above the chat, you’ll see Escalated customer. Read the summary and what they’ve already been told.
3

Reply

Write to the customer. If Ash was still handling it, confirm Send and take over.
4

Close it

Tap Resolve, or Mark resolved in the chat.
When you resolve it, you can write a note, check Have Ash reply when closing, and Send NPS survey to the customer.
If you paused Ash in that conversation, it stays paused until you turn on Agent replies.

​
Next steps

Rules

When it should hand you the conversation.

What happens when Ash doesn't know

Teach it for next time.