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The Escalations Board gives your team a real-time, visual overview of every conversation that has been escalated from the AI agent to a human operator. Conversations are displayed as cards on a Kanban-style board, grouped by status, so you can quickly see what needs attention.
The Escalations Board is a Beta feature. Some capabilities may evolve as the feature matures.

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Access & permissions

Access to the Escalations Board is controlled by your organization’s Roles & Access settings. An organization owner can grant or revoke access to the board for any role (owner, admin, or member) from Settings → Roles & Access using the contact.escalations_board permission. If your current role does not have access, you will see a Restricted access message:
Your role doesn’t have access to Escalations. Ask an owner to enable it under Settings → Roles & Access.
Organization owners always have access. If you are an admin or member and cannot see the board, ask an owner to enable it for your role.

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Who can reassign conversations?

Even if you can view the board, reassignment follows a separate rule:
  • Owners and admins can reassign any escalated conversation to any team member.
  • Members can only claim unassigned conversations or conversations already assigned to themselves.
This mirrors the backend’s role-based assignment logic.

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Board layout

Each card on the board represents an escalated conversation and shows key details such as:
  • Contact name and channel
  • Assigned operator (or unassigned)
  • Time since escalation
  • Preview of the last message
Cards are organized into columns by status so you can see the full pipeline at a glance.

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Filters

Use the filters at the top of the board to narrow down what you see:
  • Date range — choose a preset or custom range
  • Channel — filter by communication channel
  • Assigned to — filter by team member
  • Threshold — set a time threshold to highlight conversations that have been waiting too long

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Actions

From the board you can:
  • Click a card to open the conversation detail panel on the right, where you can read the full transcript and context
  • Reassign a conversation to a different team member (if your role allows it)
  • View the end-user profile for context on the contact
Use the Escalations Board alongside the Inbox to get both a high-level triage view and a detailed conversation-by-conversation workflow.