> ## Documentation Index
> Fetch the complete documentation index at: https://docs.agentash.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Escalations

> When Ash hands a conversation to a person: who finds out, how to handle it, and how to close it.

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**.

> [!WARNING]
>
> If you paused Ash in that conversation, it stays paused until you turn on **Agent replies**.

## Next steps

> **[Rules](/en/ash/reglas.md)**
>
> When it should hand you the conversation.

> **[What happens when Ash doesn't know](/en/ash/cuando-ash-no-sabe.md)**
>
> Teach it for next time.


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