Handling a ticket escalation

When a ticket arrives from the assistant

The chat agent escalates for one of four reasons: the customer asked for a person, it failed twice at the same thing, the topic is money or legal, or it ran out of budget. The transcript is attached to the ticket — read it first. Half of these are already most of the way to an answer, and repeating a question the customer has answered twice is the fastest way to lose them.

Before you reply

1. Check the SLA clock. Every ticket carries one and it is visible on the ticket. Breaching it silently is worse than a holding reply.
2. Look up the account. Plan, usage against the limit, and whether they have raised tickets before. The copilot can do this: ask it to look them up by email.
3. If a reference is involved, diagnose it before answering. Ask the copilot to diagnose the reference — it will show every attempt, the failure reasons and the discovery job state, which is usually the actual answer.

What you cannot do from the chat

The copilot drafts; it does not send. Nothing changes a plan, issues a refund or grants a role from a chat box, for anyone. Those happen on the page, by a human, under the existing gates.

When to hand it on

Money (refunds, comps, disputes), anything legal, and account deletion go to a super admin. Say so to the customer plainly and give them a time — "I have passed this to the team who can action it, you will hear today" beats silence while you find someone.