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

# Escalations Board

> Monitor, triage, and reassign escalated conversations from a single Kanban-style board.

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.

<Note>
  The Escalations Board is a **Beta** feature. Some capabilities may evolve as the feature matures.
</Note>

## 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.*

<Tip>
  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.
</Tip>

### 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.

## 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.

## 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

## 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

<Tip>
  Use the Escalations Board alongside the **Inbox** to get both a high-level triage view and a detailed conversation-by-conversation workflow.
</Tip>